Abstract
The article reports on an exploratory, multisite case study of four organizations from the insurance, banking, telecommunications, and e-commerce industries that implemented big data analytics (BDA) technologies to provide individualized service to their customers. Grounded in our analysis of these four cases, a theoretical model is developed that explains how the flexible and reprogrammable nature of BDA technologies provides features of sourcing, storage, event recognition and prediction, behavior recognition and prediction, rule-based actions, and visualization that afford (1) service automation and (2) BDA-enabled human-material service practices. The model highlights how material agency (in the case of service automation) and the interplay of human and material agencies (in the case of human-material service practices) enable service individualization, as organizations draw on a service-dominant logic. The article contributes to the literature on digitally enabled service innovation by highlighting how BDA technologies are generative digital technologies that provide a key organizational resource for service innovation. We discuss implications for research and practice.
Originalsprog | Engelsk |
---|---|
Tidsskrift | Journal of Management Information Systems |
Vol/bind | 35 |
Udgave nummer | 2 |
Sider (fra-til) | 424-460 |
Antal sider | 37 |
ISSN | 0742-1222 |
DOI | |
Status | Udgivet - 2018 |
Udgivet eksternt | Ja |
Emneord
- Affordances
- Agency
- Big data analytics
- Digital innovation
- Materiality
- Service-dominant logic
- Service innovation
- Services