Abstract

Developing data-enabled services in a service network




AuthorsHe, Junsong; Martinsuo, Miia; Akar Ertem, Ecem; Islas Sedano, Carolina

EditorsVendrell-Herrero, Ferran; Opazo, Marco; Campos, Tontxu

Conference nameInternational Conference on Business Servitization

Publication year2025

Book title Book of Abstracts : 12th International Conference on Business Servitization : (ICBS2025)

First page 355

Last page362

ISBN978-84-129686-4-4

DOIhttps://doi.org/10.3926/serv2025

Publication's open availability at the time of reportingOpen Access

Publication channel's open availability Open Access publication channel

Web address http://doi.org/10.3926/serv2025


Abstract

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).


Last updated on 08/01/2026 07:14:11 AM