Tilo Böhmann

University of Hamburg | UHH · Department of Informatics

Generative artificial intelligence (GenAI) has emerged as a valuable technology for researchers and practitioners to promote innovation, problem-solving, and optimization of everyday tasks and organizational processes. Despite considerable technological hype, notable knowledge deficits exist regarding the exploration and utilization of GenAI to co-...

Conversational generative language models (GLMs) like ChatGPT are being rapidly adopted. Previous research on non-conversational GLMs showed that formulating prompts is critical for receiving good outputs. However, it is unclear how conversational GLMs are used when solving complex problems that require multi-step interactions. This paper addresses...

Forschung auf internationalem Niveau kommt nicht mehr ohne die strukturelle Nutzung der Potenziale der Digitalisierung, dabei insbesondere in den Bereichen Data Science und Künstlicher Intelligenz, aus. Gleichzeitig ist der Brückenschlag in die wissenschaftliche Anwendung aufgrund sehr heterogener Fächerkulturen, Vorerfahrungen und der hohen Method...

Contemporary organizations increasingly adopt conversational agents (CAs) as intelligent and natural language-based solutions for providing services and information. CAs offer new forms of personalization, speed, (cost-)effectiveness, and automation. However, despite their hype in research and practice, many organizations still fail to seize CAs’ p...

Using conversational agents (CAs) has become increasingly popular for organizations for various applications, such as customer service and healthcare. However, user satisfaction and engagement with CA adoption stay behind expectations. In this context, quality criteria (e.g., regarding dialog flow or representation) can serve as a basis to evaluate...

Conversational agents (CAs) are increasingly used as an additional convenient and innovative customer service channel to relieve service employees, as in the studied organization. In the process of analyzing and maintaining the present AI-based agent, however, user satisfaction is low as the CA lacks understanding and offers unsatisfactory solution...

Using conversational agents (CAs) has become increasingly popular for organizations for various applications, such as customer service and healthcare. However, user satisfaction and engagement with CA adoption stay behind expectations. In this context, quality criteria (e.g., regarding dialog flow or representation) can serve as a basis to evaluate...

Artificial Intelligence (AI) is increasingly gaining importance for organizations due to its immense potential for value creation and growth. However, companies struggle to tap this potential, as many AI projects fail in the early stages because of lacking guidance and best practices. To shed light on how AI adoption and transformation can be appro...

Introduction to the Minitrack on Digital Service and Service

Contemporary organizations are increasingly adopting conversational agents (CAs) as intelligent and natural language-based solutions for providing services and information. CAs promote new forms of personalization, speed, cost-effectiveness, and automation. However, despite their hype in research and practice, organizations fail to sustain CAs in o...

This paper explores the use of an architectural perspective to study complex data ecosystems and to facilitate a normative discourse on such ecosystems. It argues that an architectural perspective is helpful to bridging discursive and methodological gaps between information systems (IS) research and legal studies. Combining architectural and normat...

Conversational agents (CAs) are a form of artificial intelligence that is increasingly used to support and automate service encounters. CAs are cost-effective service actors which enable new forms of service provisioning and value co-creation scenarios. Despite their potential, organizations struggle to leverage the potential of CAs in real-life se...

Organizations spend extensive resources on artificial intelligence (AI) solutions in customer service in order to remain customer-focused and competitive. A rising language-based application of AI emerges in the context of conversational agents (CAs), such as chatbots, which represent increasingly intelligent, autonomous, scalable, and cost-effecti...

The advantages of low-code platforms include the ability to better manage corporate processes. These processes can quickly become customized and business critical. Consequently, governance of low-code development platforms gains increasing importance in the IT sector. This paper contributes to the design of a governance for low-code platforms using...

The field of digital social innovation (DSI) seeks to address societal challenges, including fighting poverty and inequality, strengthening justice, human rights, and gender equality, and addressing environmental issues affecting the planet and climate by leveraging digital technologies. In this article, we present a multilevel design framework for...

Billions of people interact within platform-based ecosystems containing the personal data of their daily lives, which have become rigorously creatable, processable, and shareable. Platform providers facilitate interactions between users, service providers, and third parties in these socio-technical ecosystems. Platform providers influence their pla...

Die systematische Nutzung interner und externer Daten zur Generierung eines neuen Wertversprechens für Kunden stellt ein wichtiges Fähigkeitsprofil innerhalb der Digitalisierung dar. Im Zuge der Digitalisierung eröffnen sich für Unternehmen neue Möglichkeiten und Potenziale zur Gestaltung innovativer Geschäftsmodelle, die auf der Verwendung großer...

Recent European policy papers call for the consideration of human values in the design of information technology. Value Sensitive Design (VSD) provides a framework for systematically accounting for values in the design of technical artefacts. This paper examines how the distribution of power within socio-technical ecosystems poses a challenge for t...

AI-based Conversational Agents (CAs), such as chatbots, are becoming increasingly important in organizations and academic research. Beyond their intuitive, (natural) language-based and fast-accessible interface, CAs provide a scalable and cost-effective platform for organizations supporting employees by retrieving, structuring, and analyzing inform...

Short description Across many industries we observe trends to change business models in favor of service offerings ("servitization") as well as trends to apply digital technologies for value creation ("digitalization"). First, we perform a conceptual analysis to explain their interdependence. Second, we combine a topic modeling literature study and...

Public health measures are curtailing the COVID-19 pandemic's spread but also impact individual and societal well-being. Altogether, they test the social resilience of communities, their collective ability to cope with crises. The pandemic highlights the significance of the immediate local community or neighborhood, be it for providing assistance t...

Increasing urbanization and population aging, as well as associated adverse outcomes such as social isolation or exclusion, imperil the well-being of local communities. Online neighborhood social networks (ONSNs) represent a novel type of online social network that exhibits promising effects on the social connectedness and social participation of i...

Online social networks (OSNs) have demonstrated potential for enabling older adults to remain socially connected and for counteracting social isolation and loneliness. With older adults preferring to age in place, their local community and neighborhood gain in importance. Online neighborhood social networks (ONSNs) are a novel type of OSN aimed at...

In Zeiten der Digitalisierung nimmt Informationstechnologie eine Schlüsselrolle im Modernisierungsprozess von Unternehmen ein. Zugleich bringt die Softwareeinführung das Risiko mit sich, den intendierten Nutzen nicht zu realisieren. Durch eine Dienstleistungssystem-Perspektive erscheint die Einbindung der Nutzer in die Softwareeinführung ein vielve...

Organisations increasingly strive to increase their ability to proactively sense and respond to market opportunities and threats to remain competitive by embracing organisational agility. As doing so often blurs traditional boundaries between business and IT, this has considerable implications for the business IT alignment (BITA) concept. Based on...

Digital services have undergone a shift to multi-actor constellations characterised by the utilisation of personal data. By involving external actors, service capability and variety increase but so does the number of actors that gain access to personal data. Here, privacy policies are legal documents that serve two primary functions: specifying the...

The social connectedness of a community, characterized by aspects such as social support, social trust and civic engagement, plays an important role in determining the well-being of its inhabitants. Neighborhood activism and volunteering through community initiatives can improve this social connected-ness. Online neighborhood social networks (ONSNs...

Online neighborhood social networks (ONSNs) represent an emerging phenomenon among a growing number of niche social networks. These platforms afford users the ability to engage in activities such social interaction with neighbors, sharing of information on local issues or neighborhood volunteering and exhibit promising effects, including improved r...

New technological developments such as Big Data or, the Internet of Things lead to exponentially increasing amounts of data created and stored by organizations. As a consequence, new data-driven business models (DDBMs) appear. These business models have special characteristics which need to be included in the business model development process. Thu...

The employment and work of the future is taking place in service provider systems, which are a result of the digital revolution. Nevertheless, politics, science and research have insufficiently considered the consequences of the digital revolution for the organisation of work in the field of service provision. Using the example of logistics, this b...

Die Nutzung interner und externer Daten zur Generierung von Mehrwert für Kunden stellt eine der wichtigsten Entwicklungen der Digitalisierung dar. Neue Möglichkeiten und Potenziale der Gestaltung von Geschäftsmodellen ergeben sich auf Basis von Weiterentwicklungen in den Bereichen der Datenauswertung (Data-Analytics) und der Verwendung großer Daten...

As digital transformation has occurred over the last decade, organizations have been compelled to seek new business models. As a consequence of this development, the impact of data on business models has become a focus of interest in research as well as in practice. Based on typical characteristics of data-driven business models (DDBMs), this paper...

In the wake of an ongoing digital transformation organizations are seeking to understand and generate new data-driven business models. While data is a key resource, generating value from data is a key challenge for innovating data-driven business models. Extant tools for business model representation offer little help. In this paper, we propose the...

We propose solution-based probing as an extension of action design research. The core idea is that researchers bring a prototype solution (probe) into one or more fields and explore to synthesize robust and generalizable design knowledge, along with knowledge of the phenomena and correlations we discover. We believe proposing solutions creates oppo...

The digital age is characterized by hyper-connected services. Whenever we engage with an app we likely engage with a broader set of actors, often facilitated by a platform. Essentially, we engage with a service ecosystem posing particular challenges for privacy regulation. With GDPR taking effect we seek to understand the implications of it for pri...

Service systems enable value co-creation. However, value co-creation is a complex phenomenon that is difficult to observe, let alone to purposefully enact. This is a serious challenge for the design of service systems. To address this challenge, we propose a multilevel design framework for service systems, which builds on actor engagement as a micr...

Technological progress, the exponential growth of information available and increasing digital interconnectedness are reshaping the nature of work for knowledge and interaction workers. Thus, these novel dynamics bear the risk to negatively impact employees' workload and occupational stress. Advances in computational linguistics and machine learnin...

Digitization gives you access to new wealth of resources: data. But how is this data to be used economically? The BigDiemo Practice Guide will show you how to develop data-driven business models to strategically build a competitive advantage. For this purpose, a modular system of methodical tools is available, which guides you step by step through...

Business modeling has become an essential tool in practice for analyzing and generating business models. In recent years, digital innovation with data-driven services gained an important role for the development of new or improved business models. As a consequence of this development, the impact of data on business models in general and business mo...

As the General Data Protection Regulation (GDPR) within the European Union comes into effect, organizations need to cope with novel legal requirements regarding the processing of user data and particularly how other, in the service integrated, organizations can process these. Information systems (IS) and their design as mashing up services of vario...

Agile service delivery teams with high autonomy and self-organization are spreading throughout many organizations. To foster alignment of the teams to the enterprise strategic vision while maintaining their autonomy, a corresponding IT portfolio management as linking mechanism is perceived necessary. Organizations are facing a growing number of pos...

Dynamic business environments call for companies' organizational agility as being able to sense the changes in competitive environments and respond accordingly. A flexible IT environment facilitates this aim but contrasts with the structuration of IT organization through IT governance. We analyze how scaling agile frameworks as blueprints for agile...

Far-reaching digitalization affords significantly more opportunities for engaging actors and mobilizing resources in service systems. By leveraging these capabilities, digitally enabled service systems can facilitate user-generated services. Traditional service engineering approaches provide no guideline for such service systems. This paper present...

Angetrieben durch die zunehmende Geschwindigkeit der Digitalisierung und die mit ihr einhergehenden Chancen, befindet sich eine Vielzahl von Unternehmen in einem Transformationsprozess, der die von ihnen angebotenen Produkte und Dienstleistungen genauso verändert wie ihre Geschäftsprozesse und Organisationsstrukturen. Während viele organisatorische...

The convergence of the so-called SMAC technologies – social, mobile, analytics, and cloud computing – has led to an unprecedented wave of digitalization that is currently fueling innovation in business and society. As digitalization is embracing all aspects of our private and professional lives, it is becoming a priority for managers and policymake...

In the age of digital business transformation, enterprises seek to increase their agility and speed of IT delivery. To accomplish this, they change their existing control-driven IT organizational structures and processes and establish separate modes for business-oriented and traditional IT delivery (“bimodal IT”). Though the concept of bimodal IT h...

Corporate training services have grown into a key approach for improving business performance and a substantial industry in recent years. Transfer-of-training is a key output of these services, defined as the application and generalization of new competences at work acquired in training. Researchers have shown that participants apply only few of th...

IT service catalogs are a pivotal element for managing IT services in many organizations, in accordance with common practice IT service management frameworks such as the IT Infrastructure Library. However, both in theory and practice, IT service catalogs are underspecified as much emphasis is put on the structure and content of the catalogs while t...

In the last decades, corporate investments in IT constantly increased and became a substantial part of business investments. Thus, researchers have sought to understand the effects of these investments and the practices that lead to more effective investment into IT. One stream of this research focuses on explicitly managing benefits. It links into...

Because of increased job requirements, workforce flexibility and lifelong learning, corporate training services have grown into a key approach for improving organizational performance. Transfer-of-training is a key output of these services, defined as the application and generalization of new competences at work acquired in training. Today corporat...

The goal of this paper is to present the research conducted for systemizing network elements and analyzing their interconnection that emerged during the establishment and functioning of health care innovation project of psychenet - the Hamburg Network for Mental Health.Semi-structured manual-based face-to-face interviews with project researchers an...

Corporate training services have grown into a key approach for improving performance and a substantial industry in recent years due to increased job requirements, workforce flexibility and lifelong learning. Transfer-of-training is a key output of these services, defined as the application and generalization of new competences in the workplace acqu...

Modularity is a key principle for the design of a variety of systems, such as products, software, organisations, and, as of late, services. Service research has adopted the concepts of service modularity and service architecture to identify novel ways for achieving various effects, i.e. efficiently meeting heterogeneous demand. In order to advance...

Es kann festgehalten werden, dass das ITIL-Framework geeignet ist, die notwendigen Entscheidungen zur Einführung und Nutzung von Cloud Computing zu unterstützen. ITIL (IT Infrastructure Library) stellt damit eine relevante Entscheidungsprämisse dar. Es wird deutlich, dass trotz Auslagerung von Aufgaben an den Cloud-Provider auch Prozesse der ITIL-P...

Aufgrund der kontinuierlich steigenden Anforderungen an wissensbasierte Arbeit steigt gleichzeitig der Bedarf nach Lerndienstleistungen. Diese werden hinsichtlich der Optimierung ihrer Produktivität jedoch wenig stringent betrachtet. Es erfolgt vornehmlich eine Reduktion der Inputfaktoren, um die Produktivität zu beeinflussen. Der vorliegende Beitr...

Drivers like global competition, advances in technology, and new attractive market opportunities foster a process of servitization and thus the search for innovative service business models. To facilitate this process, different methods and tools for the development of new business models have emerged. Nevertheless, business model approaches are mi...

Service systems engineering (SSE) focuses on the systematic design and development of service systems. Guided by a value proposition, service systems enable value co-creation through a configuration of actors and resources (often including a service architecture, technology, information, and physical artifacts), therefore constituting complex socio...

Service-Systems-Engineering (SSE) stellt die systematische Gestaltung und Entwicklung von Servicesystemen in den Mittelpunkt des Forschungsinteresses. Servicesysteme ermöglichen interaktive Wertschöpfung durch eine auf ein Wertversprechen ausgerichtete Konfiguration von Akteuren und Ressourcen. Weil diese Konfiguration unter anderem die Servicearch...

Das Konzept der Modularisierung gewinnt in den letzten Jahren im Bereich der Dienstleistungen an Bedeutung. Ein kriterienbasierter Vergleich diverser methodischer Ansätze zur Modularisierung zeigt, dass die Multiple Domain Matrix Methode ein gut entwickelter Ansatz aus der Produktentwicklung ist, der spezifische Probleme der Dienstleistungsmodulari...

IT is a major driver of business model innovation and servitization. Representations of business models are widely used tools for analyzing instances of these developments as well as for the ideation of novel services and service business models. However , current representations of business models fail to capture essential aspects of service, such...

This minitrack's purpose is to draw researchers' attention to Innovation, Design, and Development of ICT Enabled Services for both Consumers and Enterprises. It provides a discussion forum for researchers interested in fostering a service-based approach to these areas as well as an opportunity to present and debate both design and theory-based solu...

Dieses Kapitel vermittelt wesentliche Grundlagen für die Analyse und Gestaltung von service-orientierten Geschäftsmodellen. Geschäftsmodelle sind ein Konzept, um die Wertschöpfungslogik von Unternehmen zu beschreiben und wesentliche Veränderungen in der Wertschöpfung sichtbar zu machen. Durch Service-Orientierung verändert sich diese Logik hin zu e...

Mit der Entwicklung und Umsetzung von service-orientierten Geschäftsmodellen nutzen Unternehmen neue Marktchancen, die sich durch verändertes Nachfrageverhalten und technologische Innovationen eröffnen. Kunden suchen nach integrierten Lösungen und können den Nutzen von Service zunehmend besser beurteilen, was eine verstärkte Erlösorientierung ermög...

Service ist für Unternehmen aller Branchen ein wesentlicher Teil der Positionierung im Wettbewerb und die Grundlage erfolgreicher Geschäftsmodelle geworden. Doch fällt es Führungskräften immer noch schwer, Chancen und Herausforderungen von Service für ihr Unternehmen richtig einzuschätzen. Verpasste Chancen, überzogene Erwartungen und unterschätzte...

„Information at your fingertips“ – die Vision von Bill Gates aus dem Jahr 1994 ist breite Wirklichkeit geworden. Viele Menschen können heute einfach und bequem auf die Möglichkeiten des Internets zugreifen und dies, dank Smartphone, fast von überall. Kein Wunder, dass diese Möglichkeiten die Innovation befördern. Soziale Netzwerke, mobile Commerce,...

Due to the still growing relevance of lifelong learning especially in a corporate context it is necessary to ensure that efforts taken in developing competencies of employees are affecting the performance at the workplace. This transfer of training (TOT) is a well-known concept in education research. As this paper shows there is still a lack of met...

Modularity is a widely spread concept with well-known ben