Abstract
Developing data-enabled services in a service network
Authors: He, Junsong; Martinsuo, Miia; Akar Ertem, Ecem; Islas Sedano, Carolina
Editors: Vendrell-Herrero, Ferran; Opazo, Marco; Campos, Tontxu
Conference name: International Conference on Business Servitization
Publication year: 2025
Book title : Book of Abstracts : 12th International Conference on Business Servitization : (ICBS2025)
First page : 355
Last page: 362
ISBN: 978-84-129686-4-4
DOI: https://doi.org/10.3926/serv2025
Publication's open availability at the time of reporting: Open Access
Publication channel's open availability : Open Access publication channel
Web address : http://doi.org/10.3926/serv2025
Digitalization enables firms to develop and offer data-enabled services and, thereby, reach new customers and serve customers in new ways. Firms operating in the business-to-business (B2B) market need data-related capabilities and service expertise to develop these services, but they do not necessarily possess such capabilities. Instead, they may collaborate with other firms, information technology suppliers, and customers in a service network. While previous research covers data-enabled services at the firm level, more knowledge is needed to supplement understanding at the service network level and to consider data as a central point for developing service capabilities. This paper investigates how different firms develop their data-enabled services within a service network. We conducted a single case study focusing on a B2B service network in the hospitality industry pursuing digitalization jointly. The findings show several challenges that hinder firms from developing their data-enabled services and motivate them to seek capability combinations at the network level. In response to these challenges, firms engage in co-creation activities that enable them to exchange capabilities related to both data and customer understanding. These exchanges support the gradual development of their own capabilities for data-enabled services in the long term. The findings extend digital servitization research by introducing data-related co-creation to advance network-level knowledge and capabilities. Empirical insights are offered on value co-creation, highlighting the central role of data at the network level.
Funding information in the publication:
This research was supported by Business Finland, under the Veturi program with the Dining Flow Project (6547/31/2022).