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Pushing the Frontiers of Service Research : A Taxonomy of Proactive Services

Title data

Rau, Daniel ; Perlitt, Luise-Henriette ; Röglinger, Maximilian ; Wenninger, Annette:
Pushing the Frontiers of Service Research : A Taxonomy of Proactive Services.
In: Proceedings of the 41st International Conference on Information Systems : ICIS 2020 – Making Digital Inclusive: Blending the Local and the Global. - s.l. , 2020 . - No. 2190

Official URL: Volltext

Abstract in another language

Rapid advancements in digital technologies and data analysis led to a new service type. With their push-rationale, proactive services (PAS) are pushing the frontiers of traditional and even digital or smart services. Such PAS anticipate consumer needs and address them proactively. For instance, a smart fridge replenishes groceries in line with the consumer’s preferences, based on anticipated demand, and without the consumer’s intervention. In this paper, we contribute to a better understanding of the PAS phenomenon. Therefore, we propose a literature-backed and empirically validated multi-layer taxonomy of PAS along the layers consumer, data, and interaction. Further, we compile a list of 45 PAS examples, demonstrate our taxonomy with three illustrative scenarios, and evaluate their understandability and applicability in seven interviews with domain and method experts. Based on gained insights on this rapidly emerging and important phenomenon, we highlight implications for both researchers and practitioners, and suggest future research directions.

Further data

Item Type: Article in a book
Refereed: Yes
Keywords: Taxonomy; Proactive Services; Digital Services; Smart Services
Institutions of the University: Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration XVII - Information Systems and Value-Based Business Process Management
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration XVII - Information Systems and Value-Based Business Process Management > Chair Information Systems and Value-Based Business Process Management - Univ.-Prof. Dr. Maximilian Röglinger
Research Institutions
Research Institutions > Affiliated Institutes
Research Institutions > Affiliated Institutes > Fraunhofer Project Group Business and Information Systems Engineering
Research Institutions > Affiliated Institutes > FIM Research Center Finance & Information Management
Result of work at the UBT: Yes
DDC Subjects: 000 Computer Science, information, general works > 004 Computer science
300 Social sciences > 330 Economics
Date Deposited: 11 Dec 2020 09:53
Last Modified: 11 Dec 2020 09:53
URI: https://eref.uni-bayreuth.de/id/eprint/61022