Zugl.: Frankfurt (Main), Univ., Diss., 2006

The world is full of signs (symbols, signifiers). They guide us in supermarkets, on highways and in airports. They even guide us to the right bathroom. Signs have a huge impact if they are used as logos or in advertisements. Signs also help us when we read manuals or when we use a remote control. Signs are used everywhere. Signs render service as they are "applications of skills and knowledge for the benefit of another party" (Vargo and Lusch 2004, 2008). Like all offerings signs only render service if they are used in some way. This article will argue that the usage of signs depends on the practices they are embedded in. It is argued that signs do not gain their full meaning and do not serve or create any value unless they are embedded in practices. Since signs are explicit and practices mainly implicit they are both necessary to serve and more importantly to (co-)create value. Signs and practices are two sides of the same coin so both they (and their interrelation) have to be understood in order to offer a better service.

Zugl.: Heidelberg, Univ., Diss., 2007/2008

Geringfüg. überarb. Diss. Univ. Heidelberg, 2007/2008.

Emerging from the rapid growth of information technology (IT) in a digital world is the explosion and rapid ascent of IT-related service innovation occurring around the globe. All successful service innovation in a digital world consists of two main abstract domains: signs (because only signs can be digitized) and practices. Signs are perceivable, but practices are not. Signs are commonly understood as resources in the digital world, whereas practices are understood as providing context, not as resources. This article proposes a change in this perspective: according to service-dominant logic, both signs and practices can become resources for service and value cocreation. They become resources if they are integrated in a service offering. We illustrate how recent digital service innovations can be explained with this perspective and how it can be used to distinguish incremental from radical innovation. The article also suggests, using this perspective, that IT and innovation specialists can productively develop ideas and concepts for future service innovation. From the practices framework presented, directions for further research are discussed.

Universiẗat, Diss., 2000--Duisburg.

The world is full of signs (symbols, signifiers). They guide us in supermarkets, on highways and in airports. They even guide us to the right bathroom. Signs have a huge impact if they are used as logos or in advertisements. Signs also help us when we read manuals or when we use a remote control. Signs are used everywhere. Signs render service as they are 'applications of skills and knowledge for the benefit of another party' (Vargo and Lusch 2004, 2008). Like all offerings signs only render service if they are used in some way. This article will argue that the usage of signs depends on the practices they are embedded in. It is argued that signs do not gain their full meaning and do not serve or create any value unless they are embedded in practices. Since signs are explicit and practices mainly implicit they are both necessary to serve and more importantly to (co-)create value. Signs and practices are two sides of the same coin so both they (and their interrelation) have to be understood in order to offer a better service.

Rating agencies provide service by offering information about different kinds of securities and/or investment opportunities. This paper addresses questions often asked during the 2008 U.S. financial crisis: Why did no one see this coming? Why were all the explanations given afterward, not given before as precautions? Or if they were given before, why did nobody listen? Using Giddens’ idea of disembedded systems [Giddens A (1991a) The Consequences of Modernity (Polity Press, Cambridge, UK)], the paper describes and frames the phenomenon of U.S. financial crisis and the role of rating agencies in particular as a disembedded service system. Hereby it offers an explanation of the crises in contrast to the common incentive-oriented or moralizing perspectives. The paper shows that the U.S. financial crisis emerged from a disembedded service system, a simulacrum of ratings, which after a while was no more connected to the reality of securities. Information-providing service systems are in danger to become simulacra, and with it they can disembed. The paper offers a new insightful perspective on how to analyze and understand information-providing service systems and hence offers a perspective to avoid crises based on disembedded systems. This is the first paper to our knowledge to analyze information-providing service systems based on Giddens’ theory of abstract disembedded systems. It provides a new understanding of information-providing service systems that can help to avoid crises based on disembedded systems.

Rating agencies provide service by offering information about different kinds of securities and/or investment opportunities. This paper addresses questions often asked during the 2008 U.S. financial crisis: Why did no one see this coming? Why were all the explanations given afterward, not given before as precautions? Or if they were given before, why did nobody listen? Using Giddens’ idea of disembedded systems [Giddens A (1991a) The Consequences of Modernity (Polity Press, Cambridge, UK)], the paper describes and frames the phenomenon of U.S. financial crisis and the role of rating agencies in particular as a disembedded service system. Hereby it offers an explanation of the crises in contrast to the common incentive-oriented or moralizing perspectives. The paper shows that the U.S. financial crisis emerged from a disembedded service system, a simulacrum of ratings, which after a while was no more connected to the reality of securities. Information-providing service systems are in danger to become simulacra, and with it they can disembed. The paper offers a new insightful perspective on how to analyze and understand information-providing service systems and hence offers a perspective to avoid crises based on disembedded systems. This is the first paper to our knowledge to analyze information-providing service systems based on Giddens’ theory of abstract disembedded systems. It provides a new understanding of information-providing service systems that can help to avoid crises based on disembedded systems.

Emerging from the rapid growth of information technology (IT) in a digital world is the explosion and rapid ascent of IT-related service innovation occurring around the globe. All successful service innovation in a digital world consists of two main abstract domains: signs (because only signs can be digitized) and practices. Signs are perceivable, but practices are not. Signs are commonly understood as resources in the digital world, whereas practices are understood as providing context, not as resources. This article proposes a change in this perspective: according to service-dominant logic, both signs and practices can become resources for service and value cocreation. They become resources if they are integrated in a service offering. We illustrate how recent digital service innovations can be explained with this perspective and how it can be used to distinguish incremental from radical innovation. The article also suggests, using this perspective, that IT and innovation specialists can productively develop ideas and concepts for future service innovation. From the practices framework presented, directions for further research are discussed.