This thesis presents the results of a research that examines technology appropriation (TA) awareness and identification in digital services start-up companies. Technology appropriation refers to the unexpected ways in which people adopt and adapt technology to make it serve their personal needs and motives. The research questions(Chapter 1) are: (1) How to identify TA within the development of digital services in the context of start-ups? (2) How aware are service providers of the phenomenon of TA? (3)What are the enablers for the appropriation of services by users? To address these questions, the thesis presents in chapter 2 a literature review that illustrates the context of the research, and explains its key concepts: digital services, user involvement in the development of digital services, technology appropriation, and levels of user engagement. Specific research methodological choices as well as specially designed research data collection and analysis tools are subsequently explained in chapter 3. An exploratory study is then introduced in chapter 4 to demonstrate how users can be involved in the development of digital services, evidencing the need for further research in TA. This initial work is concluded in chapter 5 by the introduction of a theoretical framework for TA (TF TA). Chapter 6 outlines the design and planning of the main study consisting of five case studies which provide empirical data for the core findings of this research. A first set of findings deriving from a comparison of TA examples found in the case studies based on the TA three levels proposed framework (TF TA) is presented in chapter 7. A second set of findings presented in chapter 8 helps to respond to the questions: (1) how aware are service providers of the phenomenon of TA, and (2) what are the enablers for the appropriation of services by users? These findings establish the level of TA awareness of each case study, outline the taxonomy of TA service types, and introduce emerging themes resulting from a thematic analysis, which also serves to propose enablers for TA within digital start-ups. Chapter 9 and 10 identifies and presents a third set of findings and contributions to knowledge. Main contributions are: a new tested and revised TA Level Framework created by examining the empirical findings against the TA Theoretical Framework (TA TF). And a new TA Identification Method within the development of digital services in the context of start-ups, underpinned by the tools previously developed in the research. Minor contributions explained in chapter 10 are: A taxonomy of TA services (pro-active/re-active/inactive), an account of the Key Aspects of TA Awareness, a Typology of TA Outcomes (Soft TA, Hard TA, and Hard & Soft), and a revised classification of TA Impact and TA levels. It also comprises an explanation of the relationship of TA Levels & TA Impact, a revised model of the user involvement approach, a new categorisation of TA User Actions (Expected/Engage/TA savvy), and an identification of TA Enablers (User Lead & Service Control). This research has found that the Key Aspects of TA Awareness are TA Concept, Systematic Programme of User Involvement, Mode of User Involvement, Identifying TA Actions, and the TA Enablers (User Lead & Service Control). The research has also found that the users actions and outcomes related to the adoption and adaption the technology, can be classified in High (when the users lead parts of the service), Medium (when the users customised and personalised the service) and Low levels (when the users used the service as intended, but give feedback to the service providers about its used). Additionally, this work has determined that the services and service providers TA Level Awareness is determined by how much they understand and know about TA. This awareness can be classified as proactive (when the service provider understands, identifies, and knowingly foster TA within the service), reactive (when the service provider understands TA in other services but cannot identify TA and reacts to users feedback and TA) and inactive (when the service provider does not recognised and cannot identify TA within the service). This investigation also has established that the aspects of the TA Level Framework can be integrated and employed as a method for TA identification within the services. This study has recognised that TA impact, the extent to which services are employed in the process of appropriation, can be classified as high, medium and low depending on how the service providers change and further develop their service because of their understanding and identification of TA. The enquiry also found that the level of TA impact is different from the TA Level, that the knowledge and awareness of TA impact are underpinned by the user actions and outcomes, as well as by their change and development. Another finding of this research is that the users TA outcomes (this is the tangible consequence of the user adoption and adaptation of technology) can be classified as Soft TA, Hard TA and Soft & Hard TA. Soft TA corresponds to the changes made by users related to the social practices evolution of the service, Hard TA refers to the changes made by the users in the API of the service. Soft & Hard TA relates to the combination of user changes in social aspects and the manipulation of the service s API. The study found that the service providers main approaches to user involvement are: listening to and collaborating, testing and experimenting and active observation. Last, this investigation determined that users actions concerning TA can be expected (users do nothing else other than the expected use of the service), engaged (where users are involved in the development of the service for personal motives) and TA savvy (where users are involved in in the development of the service for personal motives, but they have software and programming skills). The conclusions section summarises the research and explains its limitations. It also presents a personal reflection and indicates avenues for future research.

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Yes / Purpose: The purpose of this paper is to identify the factors influencing the citizens of India to prevent cybercrimes in the proposed Smart Cities of India. Design/methodology/approach: A conceptual model has been developed for identifying factors preventing cybercrimes. The conceptual model was validated empirically with a sample size of 315 participants from India. Data were analyzed using structural equation modeling with SPSS and AMOS softwares. Findings: The study reveals that the “awareness of cybercrimes” significantly influences the actual usage of technology to prevent cybercrimes in Smart Cities of India. The study reveals that government initiative (GI) and legal awareness are less influential in spreading of the awareness of cybercrimes (AOC) to the citizens of the proposed smart cities. Research limitations/implications: The conceptual model utilizes two constructs from the technology adoption model, namely, perceived usefulness and ease of use. The study employs other factors such as social media, word of mouth, GIs, legal awareness and organizations constituting entities spreading awareness from different related literature works. Thereby, a comprehensive theoretical conceptual model has been proposed which helps to identify the factors that may help in preventing cybercrimes. Practical implications: This study provides an insight to the policy maker to understand several factors influencing the AOC of the citizens of the proposed Smart Cities of India for the prevention of cybercrimes. Originality/value: There are few existing studies analyzing the effect of AOC to mitigate cybercrimes. Thus, this study offers a novel contribution.

The digital economy is growing exponentially. Companies such as Facebook and Instagram base their business model on supplying services completely free of charge to billions of users.  This model of business is called “Freeconomics”. These companies generate huge profits from the exploitation of personal data provided by Users. The peculiarity of this way of doing business, although this may seem absurd, is that the company's profit is directly proportional to the number of non-paying users. Such situations have given rise to discussions regarding the powerlessness of the tax system of states to levy tax on such profits. Regarding the indirect taxation, the question is even more difficult if one considers free digital services and personal data. Unfortunately, this flow of “digital” consumption remains completely out of a VAT assessment. Exclude a priori those transactions from being assessed for VAT purposes only because it could be arduous to assess the consumption would result in a violation of the principle of neutrality. Accordingly, issues related to the distortion of competition could also arise. The author of this thesis examines the assumption that between the Companies and the Users take place a reciprocal exchange of benefits in kind characterized by a synallagmatic relationship (quid pro quo) in the form of barter. The results of the analysis indicate that the transactions characterized by the supply of free digital services to Users in exchange for personal data - as described in the Business Reference Model - actually fall within the scope of Article 2 (1)(c) of the EU VAT Directive and therefore must be subject to indirect taxation.

Advancement in digital technology is rapidly changing the contemporary landscape of business and associated networks for manufacturing firms. Many traditional physical products are now being embedded with digital components, providing them digital capability to become digitized products. The digitization of physical products has become an important driver for digital service innovation within manufacturing industries. Such digital service innovation transforms value networks of manufacturing firms in various industries. While digitization of products and digital service innovation can be observed in many manufacturing industries, this thesis focuses on the transformation of value networks within the vehicle industry. This thesis is a collection of papers and a cover paper. The thesis reports from a collaborative project in the vehicle industry. The project explored new digital services for vehicles based on remote diagnostics technology. The exploration and conceptualization of digital services is investigated in a collaborative manner with participants from the vehicle industry. The results reflect that there is a paradigm shift for manufacturing firms digitizing their products, and stretching the business scope from product to solution oriented business. This thesis contributes to the existing literature on digital innovation with insights on the transformation of value networks in the vehicle industry. The research question addressed in this thesis is: How are value networks of manufacturing firms transformed by digital service innovation? To answer the question, this thesis conceptualizes how the value creating pattern of digitized products transforms value networks of manufacturing firms. A model is presented that reflects how the symbiotic value relationship between the digitized product and digital services transforms the roles, relationships and exchanges in the value networks of manufacturing firms. The model can serve as an analytical tool to further advance the knowledge on business aspects in digital innovation. This thesis contributes to practice by providing an understanding of how manufacturing firms can leverage value of digitized products and digital services in value networks. / ReDi2Service

The digitalization of products has become an important driver for service innovation in manufacturing firms. The embedding of digital technology in previously non-digital products creates digitalized product platforms that enable digital service innovation. Digital service innovation offers new business opportunities for manufacturing industries, as well as challenges established premises for value creation.  While digital service innovation can be found in many manufacturing industries, this thesis studies service logic in digitalized product platforms in the vehicle industry. Existing Information Systems (IS) literature presents challenges in digital service innovation relating to value, architecture, and generativity. The design of the architecture of digitalized product platforms requires the identification and combination of digital and non-digital assets. Understanding the architectural aspects is useful in digital service innovation. Moreover, with growing instances of generative digital technologies, it is challenging to develop strategies to leverage generativity for service design in digitalized product platforms. While digital technologies are embedded in products, the role of technology-embeddedness in value creation of digital services is relatively unexplored. Drawing on these challenges, this thesis describes and conceptualizes the underlying premises brought by the architecture and generativity to the value creation of services in digitalized product platforms. The research question addressed in this thesis is: What are the underlying premises for services in digitalized product platforms? To address the question, an interpretive qualitative research approach was adopted in a collaborative research project concerning services enabled by digitalization of vehicles. Drawing on digital innovation and service literature, this thesis presents a theoretical perspective on the role of the architecture and generativity of digitalized product platforms for value creation of digital services. This perspective is conceptualized as underlying premises for this specific class of services. The premises frame the service logic in digitalized product platforms and provide a ground for understanding services in digitalized product platforms in relation to value dimensions, architecture and generativity. The premises are based on five concepts: value-in-architecture, value-in-connectivity, fundamental asset for value creation, mutual dependence of modular and layered modular assets, and re-evaluation of value propositions. The proposed premises offer a basis for understanding value creation of this class of services, and guidance for manufacturing firms designing digitalized product platforms.

The postindustrial market increasingly demands service infused products to add more value to the customer in order to be competitive. Much research regarding digitalized services indicates that companies have to be innovative in order to compete on the market. However, companies within different industries face different challenges with digital service development. This study has been conducted because there are little known about the opportunities and the challenges different industries faces with a globalized market. Our research question is what the challenges are and what opportunities does strategic digital service development entails for companies. To be able to understand digitalized services and to answer our research question about these challenges and opportunities we used a qualitative method, gathered data through interviews and literature studies. This study contributes a faceted understanding of digital service development within the electricity industry and an approach to strategic efforts at digital service development and what challenges and opportunities it entails.

Les nouvelles technologies de l’information et de la communication sont à l’origine de multiples transformations spatiales et de mutations sociétales (Bouquillon, 2010). De plus en plus ancrées dans nos modes de vie, elles représentent désormais une composante du fonctionnement de l’infrastructure urbaine, les strates numériques deviennent un support supplémentaire qui élargit le champ d’interaction et d'échanges dans la ville (Proulx, 2002). Ces divers changements commencent à imprégner, à la marge, des services numériques qui permettent d'inventer de nouvelles expériences urbaines. Notre travail de thèse propose de comprendre et d’évaluer ces nouvelles manières d’explorer et de vivre la ville. Nous avons décidé de nous intéresser à une catégorie particulière de ces services que nous nommons services numériques interactifs créatifs (SNIC), nous les définissons comme des outils de médiatisation produits par les technologies de l’information et de la communication, intégrants un contenu ludique, culturel et/ou artistique. L’objectif de la recherche est double : (i) théorique d’une part, par la définition et la compréhension des formes de l’expérience-usager dans la ville ; (ii) et opérationnel d’autre part, par le développement d’un outil d’aide à la décision pour évaluer les nouveaux services créatifs de la ville. Cet outil est destiné aux concepteurs/décideurs. De par la complexité de notre objet de recherche et pour atteindre notre objectif, nous élaborons une approche mixte au sens de Johnson et Onwuegbuzie (2004) la méthode mixte ad hoc (MMah). En effet, celle-ci nous permettra de mettre en place des analyses afin de mieux saisir la spécificité de l’expérience-usager des espaces urbains médiatisés afin de la rendre intelligible et exploitable. La formalisation des éléments dégagés à partir de la méthode MMah participera à la conception de services créatifs mieux adaptés aux nouveaux besoins des usagers contemporains. / The new information and communication technologies are sourcing multiple spatial transformations and societal mutations (Bouquillon, 2010). More and more rooted in our nowadays of life, they turn out to be actually an embedded functioning component of the urban infrastructure. These digital “strata” become an additional support that expands people fields of interaction and exchange in the city (Serge Proulx, 2002). Marginally, these multiples changes start to pervade services, offered by digital applications, allowing to create a new urban experiences. Thus, this thesis work proposes to understand and assess these new ways of exploring and living in the city with the support of these creative and innovative digital services. We have decided to focus on a particular category of services so-called interactive digital creative services (SNIC), defined like the mediation tools produced by NTIC, integrating the digital playful, cultural or/ and artistic content. The objectives of the research are double: (i) the first one is theoretical and based on the definition and the understanding of the experience-user forms in the city; (ii) the second is operational and based on the development of a supportive decision-making tool to evaluate new creative services dedicated to the city. This tool is for the designers/decision makers. To achieve the objectives of our thesis and due to the complexity of our research domain, we have elaborated a specific mixed method (Johnson and Onwuegbuzie (2004) : Ad hoc Mixed Method (AhMM). Indeed, this approach will allow us to better evaluate and assess the specificity of the urban space user experience, in order to decode it and make it more exploitable. The formalisation of the emerged elements from the MMah method will then participate to the future design of new creative services that will be more adapted and appropriate to the contemporary urban space user needs.

Digitalisation and increasing competitive pressure drive original equipment manufacturers (OEMs) to switch their focus towards the provision of digital services and open-up towards increased collaboration and customer integration. This shift implies a significant transformational change from product to product-service providers, where OEMs realign themselves within strategic, business and procedural dimensions. Thus, OEMs must manage digital transformation (DT) processes in order to stay competitive and remain adaptable to changing customer demands. However, OEMs aspiring to become participants or leaders in their domain, struggle to initiate activities as there is a lack of applicable instruments that can guide and support them during this process. Compared to the practical importance of DT, empirical studies are not comprehensive. This study proposes three artefacts, validated within case companies that intend to support automotive OEMs in digital service provisioning. Artefact one, a layered conceptual model for a digital automotive ecosystem, was developed by means of 26 expert interviews. It can serve as a useful instrument for decision makers to strategically plan and outline digital ecosystems. Artefact two is a conceptual reference framework for automotive service systems. The artefact was developed based on an extensive literature review, and the mapping of the business model canvas to the service system domain. The artefact intends to assist OEMs in the efficient conception of digital services under consideration of relevant stakeholders and the necessary infrastructures. Finally, artefact three proposes a methodology by which to transform software readiness assessment processes to fit into the agile software development approach with consideration of the existing operational infrastructure. Overall, the findings contribute to the empirical body of knowledge about the digital transformation of manufacturing industries. The results suggest value creation for digital automotive services occurs in networks among interdependent stakeholders in which customers play an integral role during the services’ life-cycle. The findings further indicate the artefacts as being useful instruments, however, success is dependent on the integration and collaboration of all contributing departments.:Table of Contents Bibliographic Description II Acknowledgment III Table of Contents IV List of Figures VI List of Tables VII List of Abbreviations VIII 1 Introduction 1 1.1 Motivation and Problem Statement 1 1.2 Objective and Research Questions 6 1.3 Research Methodology 7 1.4 Contributions 10 1.5 Outline 12 2 Background 13 2.1 From Interdependent Value Creation to Digital Ecosystems 13 2.1.1 Digitalisation Drives Collaboration 13 2.1.2 Pursuing an Ecosystem Strategy 13 2.1.3 Research Gaps and Strategy Formulation Obstacles 20 2.2 From Products to Product-Service Solutions 22 2.2.1 Digital Service Fulfilment Requires Co-Creational Networks 22 2.2.2 Enhancing Business Models with Digital Services 28 2.2.3 Research Gaps and Service Conception Obstacles 30 2.3 From Linear Development to Continuous Innovation 32 2.3.1 Digital Innovation Demands Digital Transformation 32 2.3.2 Assessing Digital Products 36 2.3.3 Research Gaps and Implementation Obstacles 38 3 Artefact 1: Digital Automotive Ecosystems 41 3.1 Meta Data 41 3.2 Summary 42 3.3 Designing a Layered Conceptual Model of a Digital Ecosystem 45 4 Artefact 2: Conceptual Reference Framework 79 4.1 Meta Data 79 4.2 Summary 80 4.3 On the Move Towards Customer-Centric Automotive Business Models 83 5 Artefact 3: Agile Software Readiness Assessment Procedures 121 5.1 Meta Data 121 5.2 Meta Data 122 5.3 Summary 123 5.4 Adding Agility to Software Readiness Assessment Procedures 126 5.5 Continuous Software Readiness Assessments for Agile Development 147 6 Conclusion and Future Work 158 6.1 Contributions 158 6.1.1 Strategic Dimension: Artefact 1 158 6.1.2 Business Dimension: Artefact 2 159 6.1.3 Process Dimension: Artefact 3 161 6.1.4 Synthesis of Contributions 163 6.2 Implications 167 6.2.1 Scientific Implications 167 6.2.2 Managerial Implications 168 6.2.3 Intelligent Parking Service Example (ParkSpotHelp) 171 6.3 Concluding Remarks 174 6.3.1 Threats to Validity 174 6.3.2 Outlook and Future Research Recommendations 174 Appendix VII Bibliography XX Wissenschaftlicher Werdegang XXXVII Selbständigkeitserklärung XXXVIII

How might we through emotional service design investigate how to support people in coping with social isolation by enabling for opportunities to be alone together? This is the research question this interaction design bachelor thesis, through applying theories of emotional and service design, has been aiming towards investigating. What is presented in the work is a merge of the terms, emotional service design. In addition to this, a service to help improve its user’s well-being and ability to cope with the effects of an isolated stay-at-home life is proposed.The conducted research has taken a qualitative approach, using methods of semi-structured interviews, affinity-diagramming, cultural probes, co-creative workshops and prototype testing, insights indicating that loneliness can be combated through two main ways: by finding an activity-based escape or by connecting with people or others. What is argued for is the importance of keeping emotional reactions in mind when designing for experiences.