Haluk Demirkan

University of Washington Tacoma | UW Tacoma · Milgard School of Business

This is a case study of the implementation of a data and analytics-enabled Mission Control at one of the largest healthcare service providers in the state of Washington. Using data analytics and artificial intelligence, CHI-Franciscan (one of the largest healthcare organizations in state of Washington) is able to coordinate patient care more effect...

This paper examines the usage and effectiveness of analytics and information technology solutions to the micro-level and macro-level health-related challenges that emerged with the SARS-CoV-2 virus. Case studies are discussed in order to paint a portrait of the development, evolution, and effectiveness of health-related analytics tools and informat...

While cognitive computing-enabled smart computers are growing in people's daily lives, there are not many studies that explain how people interact and utilize these solutions, and the impact of these smart machines to people's performance to do things. In this article, a theoretical framework for boosting people's performance using cognitive assist...

The digital transformation of single companies and of entire service businesses is an omnipresent topic – not only in the academic discourse but also in the current public debate. The topic is often approached phenomenologically. We invited a group of well-renown scholars from different academic fields to share with us personal observations and int...

As a result of the rapid growth of urban populations and use of smartphones, the new millennium has ushered in an age of unprecedented levels of collaborative and competitive local and global relations, constantly reshaped by advances in science, public policy, technology platforms, and open practices. The dynamic nature of these open innovation-or...

When cognitive computing enabled smart computers are growing in our daily lives, there are not many studies that explain how people interact and utilize these solutions, and the impact of these smart machines to people’s performance to do things. In this paper, a theoretical framework for boosting people’s performance using cognitive assistants (CA...

In the era of “big data”, recent developments in the area of information and communication technologies (ICT) are facilitating organizations to innovate and grow. These technological developments and wide adaptation of ubiquitous computing enable numerous opportunities for government and companies to reconsider healthcare prospects. Therefore, big...

Strategic relationships between entities shape the nature of collaboration and competition, as well as the competition for collaborators in markets - customers, employees, suppliers, investors, and others (Spohrer, Kwan, & Fisk, 2014). Rethinking strategic relationships from a service science perspective is the focus of this chapter. The rise of th...

Cognitive computing refers to smart systems that learn at scale, reason with purpose, and interact with humans and other smart systems naturally. This special issue seeks to provide readers with an overview of the current topics and practices related to cognitive computing, and looks at the future for IT professionals as these technologies become i...

Digital technologies and how we use them are changing the face of business, even as those technologies that underlie computers, robots, and smart equipment are rapidly evolving, becoming more powerful, and transforming organizations much faster than in the past. Significant competitive advantage is now achievable from digital innovation and transfo...

Advice seeking is often the most critical success factor in today's IT project teams. To understand how advice seekers are motivated, we integrate the antecedents of advice seeking-as defined by network theory (Granovetter, 1983)-into a cost/benefit model based on expectancy theory (Vroom, 1964). To contribute to the research on advice network form...

This paper examines emerging digital frontiers for service innovation that a panel discussed at a workshop on this topic held at the 48th Annual Hawaii International Conference on System Sciences (HICSS). The speakers and participants agreed that that service systems are fundamental for service innovation and value creation. In this context, servic...

Service level agreement (SLA) negotiations involving cloud-based information technology (IT) service providers and customers are now commonplace. Although historical research on negotiation has often relied on economic foundations, the important nature of IT service levels to organizations’ operational effectiveness suggests that negotiation comple...

This chapter provides an analysis of the concept of social value from a service science perspective. Social value is a concept of great interest to governments, foundations, nonprofits, and corporate social responsibility organizations and a central focus of many policymakers. Service science is an emerging transdiscipline for the (1) study of evol...

The impact of information technology (IT) services on businesses in every industry has never been greater. Indeed, it is rare to find a product or service that is not touched by, or enabled by IT in some manner. IT is a key source of innovations that drive growth. Smarter IT service innovations will enable e-commerce’s growth via optimization and t...

To qualify as truly innovative, new IT applications must successfully achieve customer value cocreation, adoption, and acceptance. Without this, a new technology isn't an innovation; it's just a failed product or service that didn't gain traction. We're now well into an era in which significant competitive advantage is achievable from IT-enabled bu...

Analytics has become a key element of the business decision process over the last decade. In today’s competitive business world, organizations have found out that their data and how they use it can make them much more competitive. According to many research institutions (e.g., Gartner and McKinsey), the worldwide market for business analytics solut...

Service innovations, enabled by the confluence of big data, mobile solutions, cloud, social, and cognitive computing, and the Internet of Things, have gained a lot of attention among many enterprises in the past few years because they represent promising ways for companies to effectively and rapidly deliver new services. But one of today's most per...

Growing movements to urban places, increasing unemployment, decreasing buying power, rising real estate cost and demanding consumers for convenience and price are creating challenges for retailers. This paper reviews a sample list of retail channels, and proposes a systematic framework for conceptualizing the data-driven, and mobile- and cloud-enab...

The DA/MS/SS Track is concerned first and fore-most with emerging managerial and organizational decision-making strategies, processes, tools, technologies, services and solutions in the Digital Age. This track has 4 interrelated themes. First theme, Analytics, focuses on decision making processes, tools and technologies. Mobile services focus on de...

There is a need to apply robust research findings in the appropriate management and organizational contexts related to analytics and intuitive thinking, and how to connect creativity and innovation with design. The purpose of this minitrack is to explore the challenges, issues and opportunities related to analytics and design-led innovations and ma...

A cost-effective and sustainable healthcare information system relies on the ability to collect, process, and transform healthcare data into information, knowledge, and action. However, in implementing such systems, healthcare providers face many complex and unique challenges. This article proposes a systematic framework for conceptualizing data-dr...

Service science offers fresh perspective to reorient the debate on what is ‘progress’ and whether or not it is slowing down, and if so, what might be done to reframe progress ‘at the speed limit of what is possible’ with universities. When it comes to the ‘rate of progress’, universities can play a greater role in improving the deeply interconnecte...

Despite advances in software development practices, organizations struggle to implement methodologies that match the risk in a project environment with needed coordination capabilities. Plan-driven and agile software development methodologies each have strengths and risks. However, most project environments cannot be classified as entirely "risky"...

While organizations are trying to become more agile to better respond to market changes in the midst of rapidly globalizing competition by adopting service orientation—commoditization of business processes, architectures, software, infrastructures and platforms—they are also facing new challenges. In this article, we provide a conceptual framework...

Using service-oriented decision support systems (DSS in cloud) is one of the major trends for many organizations in hopes of becoming more agile. In this paper, after defining a list of requirements for service-oriented DSS, we propose a conceptual framework for DSS in cloud, and discus about research directions. A unique contribution of this paper...

Cloud services have become an emerging solution for organizations striving to address today’s need for agility, but little research has addressed transitioning multiple, collaborating organizations to what can be referred to as a “value-network cloud.” We know that organizations adopting cloud services to execute business processes must concomitant...

While the service economy is growing very fast, more organizations are reorienting their processes, tools, and products towards service-oriented applications. This service-oriented paradigm is creating new challenges and opportunities for organizations. In this article, we discuss service science and systems, and provide a conceptual view of the se...

Perhaps, one of the most recent IT-based solutions nowadays is social media solution. Many organizations have created their own Facebook and Twitter pages, and employ social media tools to monitor their standing in the social networks. However, not all of them have been successful in employing these social solutions. As a matter of fact, we attempt...

The DA/MS/SS Track is concerned first and fore-most with emerging managerial and organizational decision-making strategies, processes, tools, technologies, services and solutions in the Digital Age. This track has 4 interrelated themes. First theme, Analytics, focuses on decision making processes, tools and technologies. Mobile services focus on de...

Introduction to Predictive Analytics and Big Data Minitrack.

Agility and innovation are essential for survival in today's business world. Mergers and acquisitions, new regulations, rapidly changing technology, increasing competition and heightened customer expectations mean companies must become more responsive to changing demands, i.e., become more agile. This move to agility through innovation has been ref...

In this chapter, we reflect on the historical challenges and the future prospects for the scientific study of service phenomena. The growing dominance of the “service” component of national economies and corporate revenues has spurred expanded interest in service systems and service innovation. Service innovations based on global-scale information...

Reviews the current state of the development of sustainable IT services. • Discusses the factors driving the development of green and sustainable IT. • Examines the sustainability dimensions of IT: service, temporal, cost, organizational, economic, environmental and societal sustainability. • Discusses the corporate sustainability, social responsib...

In the age of Business-to-Business (B2B) collaboration, ensuring reliability of workflows underlying inter-organizational business processes is of significant importance. There are, however, quite a few challenges towards achieving seamless operation. Such challenges arise from heterogeneity in infrastructure and coordination mechanism at participa...

In the wake of the Arab Spring, there's been speculation about the potential of information and communication technologies (ICTs) to contribute to political transformation in emerging societies. Does adoption of these technologies really affect the political destinies of emerging nations?

Purpose - This paper aims to explore the strategic dimensions and drivers of sustainable IT and roadmaps its likely development as a disruptive innovative force over the next decade as it moves beyond the datacenter and throughout the IT organization, the firm, markets, and society at large. Its purpose is to provide a comprehensive view of the eme...

The macro-level impacts of information and communication technology (ICT) investments on institutionalized democracy and foreign direct investment (FDI) levels in emerging societies are examined within a multi-theoretic framework that considers societal structure, power, and globalization-driven societal change. Using multilevel change modeling and...

Service, which can be defined as the application of competence and knowledge to create value for another, derives from the interactions of entities known as service systems. Service systems are configurations of systems that permit dynamic value co-creation. Typically they involve people, technology, organizations, and shared information. In the la...

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Almost all IT enabled service systems such as Google, Face book, Apple, Microsoft, Skype are facing criticisms on their use of customer data and their failure to protect customer privacy. These service companies rely on customers to participate actively in the co-creation of value by providing personal information, data and preferences. Such import...

This paper utilizes a technology road-mapping approach to demonstrate how a traditional technology management process can be applied to improve planning practices for technology-driven service innovations. With location based services (LBS) as the focus, the paper explores business, market, product and services drivers in developing the technology...

Agility and innovation are essential for survival in today’s business world. Mergers and acquisitions, new regulations, rapidly changing technology, increasing competition and heightened customer expectations mean companies must become more responsive to changing demands. This move to agility through innovation can be possible with the service orie...

Today's businesses need a robust, Web-enabled, flexible information and communication infrastructure to foster corporate agility and productivity. The Service-Oriented Web Application Framework guides organizations in the development and deployment of platform-, technology-, and location-independent, context-rich Web applications.

Given the dominance of services in most advanced economies, organizations seeking to grow must rely on service innovation for continued business success. Manufacturers, in particular, are becoming increasingly dependent on services as extensions of their product models or remaking themselves into service companies. However, most improvements to ser...

Modular design rules are rooted in a tradition of process design for physical production. In response to an emerging information systems research agenda for design logic in the realm of services and digital goods, and through the lens of dynamic capabilities theory, the research presented here re-examines traditional modular design in the context...

There is an increasing appreciation by information technology practitioners and researchers of the emerging discipline of sustainable IT. This is motivated by a growing awareness and concern about IT's impact on the environment. Sustainable IT has been generally defined to encompass strategies that lead to the more efficient use of computing resour...

Why do we need these two books on the science of service systems? The short answer is because the concept of a service system is resonating well with academics from diverse disciplines and practitioners from diverse economic sectors. And yet, because this is such a new area, few compilations of the works of academics and practitioners exist. Theref...

Sustainable IT is developing into a discipline that's focused on the long-term importance of IT as a source of market-based innovative solutions to address societal problems. Increasingly, how companies impact society through their economic, environmental, and social actions defines their risks and opportunities, differentiates their products, and...

Services systems can range from an individual to a firm to an entire nation. They can also be nested and composed of other service systems. They are configurations of people, information, technology and organizations to co-create value between a service customer and a provider (Maglio et al. 2006; Spohrer et al. 2007). While these configurations ca...

Service Systems Implementation provides the latest applications and practices aimed at improving the key performance indicators of service systems, especially those related to service quality, service productivity, regulatory compliance, and sustainable service innovation. The book presents action-oriented, application-oriented, design science-orie...

The Science of Service Systems intends to stimulate discussion and understanding by presenting theory-based research with actionable results. Most of the articles focus on formalizing the theoretical foundations for a science of service systems, examining a wide range of substantive issues and implementations related to service science from various...

This research describes an experiment designed to understand how an individual's knowledge concerning task-critical technologies influences the structure of their advice network relationships. The results indicate that an individual's technology knowledge leads them to become more central depending on the type of technology, their formal group stru...

This special theme aims to analyze the linkage between service-orientation and electronic markets. On the one hand, questions focus on how service-oriented thinking and service-oriented solutions provide value to electronic markets, and on the other how electronic markets improve the effectiveness of service industries, such as healthcare, telecomm...

This paper reports out of the symposium on 'Technology Management in the Service Sector' which was held as a part of Portland International Conference on Management of Engineering and Technology in 2007. The objectives of the symposium were: to explore how technology management research and education can contribute to the evolving field of services...

This paper utilizes a technology road-mapping approach to demonstrate how a traditional technology management process can be applied to improve planning practices for technology-driven service innovations. With location based services (LBS) as the focus, the paper explores business, market, product and services drivers in developing the technology...

The increasing importance of information technology (IT) services in the global economy prompts researchers in the field of information systems (IS) to give special attention to the foundations of managerial and technical knowledge in this emerging arena of knowledge. Already we have seen the computer science discipline embrace the challenges of fi...

The computing industry is gradually evolving to cater to the demand for software-as-a-service (SaaS). Two core competencies that have emerged over the past few years are that of the application service providers (ASPs) and the application infrastructure providers (AIPs). The arrangements between them result in system dynamics that is typical in sup...

The increasing importance of information technology (IT) services in the global economy prompts researchers in the field of information systems (IS) to give special attention to the foundations of managerial and technical knowledge in this emerging arena ...

This study explores how third-party assurance seals, a privacy service provided by vendors to mitigate customers' fears, has an impact on on-line customer satisfaction and repeat-purchase intention. It asks the following research questions: Do assurance ...

Given the significant, sustained growth in services experienced worldwide, Arizona State University’s Center for Services Leadership embarked on an 18-month effort to identify and articulate a set of global, interdisciplinary research priorities focused on the science of service. Diverse participation from academics in a variety of disciplines work...

Agility and innovation are essential for survival in today’s business world. Mergers and acquisitions, new regulations, rapidly changing technology, increasing competition and heightened customer expectations mean companies must become more responsive to changing demands. This move to agility through innovation can be possible with the service orie...

The primary goal of the emerging discipline of IT sustainability is to enable firms to use computing resources more efficiently while maintaining or increasing overall performance. The first wave of these efforts is commonly identified as "green computing" where the emphasis has been primarily minimizing power usage for datacenters and technical eq...

Many e-learning service systems fail. This is particularly true for those sponsored by joint industry/university consortia where substantial economic investments are required up-front. This article provides an industry/university consortia reference model validated through experiences with the 8-year-old Teradata University Network. The reference m...

In today's competitive business world, the amount of information assets you have and how you use it makes a big difference for company's competitive advantage. Marketing departments have the challenge of selling products, or acquiring and retaining clients for services within budget constraints. Identification of the target group is a task that nee...

Computerized physician order entry (CPOE) is a technology that has been praised for its ability to reduce medical errors and medical costs. Recent studies suggest that healthcare providers believe that this praise is justified and that CPOE actually does help to increase patient safety. However, the penetration of CPOE within the healthcare industr...

The service orientation — coupled with dynamic choreography of business processes, service oriented architectures and service oriented infrastructures — is a developing structure that carries with it the potential to improve agility in today's complex business environments. But because of the newness of the concept and the limited number of large-s...

This paper describes a methodology for planning and executing software development projects based on the service-oriented paradigm called Service-Oriented Software Development (SOSD). This does not refer to a methodology for developing software services or service-oriented architectures. Rather, it is a method for managing the process of software d...

Research on the agile and adaptive enterprise promotes real time dashboards as a powerful tool to provide coordination and control. Recent trends in market volatility have led firms to restructure around what organizational theorists term an “adhocracy”. Service oriented architecture represents an emerging architectural mechanism to align an organi...

In response to the global economic crisis, organizations are cutting costs and focusing on core competencies. One natural corollary of this situation has been an increased interest in the outsourcing of IT services. Such sourcing relationships are established and maintained via formally negotiated IT service level agreements (SLAs), the goal of whi...

Research has demonstrated how successful coordination can lead to greater organizational performance. In information technology (IT) project-based environments, coordinating the knowledge needed to perform activities is a particularly salient issue. Indeed, research has demonstrated how team cognition, or the awareness team members have about each...

The distributed usage of computing resources over a large-scale network allows users to receive and offer resources on demand. The on demand paradigm leads to dynamic and unpredictable usage of resources, since every user in the network will try to maximize his utility by selfish behavior. The customer's behavior can be actuated by pricing policies...

While commoditization is creating opportunities for customers of information technology services, it is creating new challenges for the service providers. Pricing strategies are one of the most important challenges and decisions for today's IT service providers. Pricing strategies for IT services have traditionally focused on covering costs, achiev...

Information and communication technology (ICT) has altered previous notions of distance and led to discussions in the popular press of the "death of distance." Geographic distance typi-cally results in diminished trade flows between countries, but does ICT play a role in overcoming geographic distance? This article examines the key hypothesis that...

Service-oriented technologies and management have gained attention in the past few years, promising a way to create the basis for agility so that companies can deliver new, more flexible business processes that harness the value of the services approach from a customer’s perspective. Service-oriented approaches are used for developing software appl...

The relationship between technology and elements of the formal organization structure has long been of interest to information systems and organization researchers. A less-studied issue is how technology may also influence the informal social network structure. This research examines how various types of technological expertise relate to an individ...

We study an application services supply chain consisting of one application service provider (ASP) and one application infrastructure provider (AIP). The AIP supplies the computer capacity to the ASP that in turn sells the value-added application services to the market. The market is characterized by a price-sensitive random demand. The ASP’s objec...

Properly applied, services science, management and engineering (SSME) approaches - coupled with service oriented architectures (SOA) - are intended to support enterprise agility, but one of today's most pervasive challenges deals with where and how organizations can start such a journey. So, how should a company begin assessing the real impacts of...

Project management has gained unprecedented popularity worldwide as companies strive to become more productive, respond quickly to customer needs and stay competitive. However, implementing and managing a formal project-management system is becoming harder as organisations become larger and more complex, the number of the projects undertaken at any...

Continuing exponential growth in the Information Technology (IT) outsourcing market implies a need to understand the negotiated Service Level Agreements (SLAs) that underlie the majority of those sourcing relationships. Knowledge of the negotiation processes that are associated with the development of IT SLAs is a necessary precondition for designi...

The increasing adoption of Service Oriented Architecture (SOA) is allowing more and more companies to integrate themselves in interorganizational netchain environments wherein knowledge assets can be electronically shared with selected business partners. The dynamic nature of these environments implies a need for organizations to protect and monito...

The notion of services-oriented technologies and management has gained a lot of attention among many enterprises in the past few years, promising a way to effectively enable agility for companies to deliver new, more flexible business processes that harness the value of a services approach. But one of today's most pervasive and bedeviling challenge...