CUED Publications database

Digital Transformation in Service Management

Matzner, M and Büttgen, M and Demirkan, H and Spohrer, J and Alter, S and Fritzsche, A and Ng, ICL and Jonas, JM and Martinez, V and Möslein, KM and Neely, A (2018) Digital Transformation in Service Management. Journal of Service Management Research, 2. pp. 3-21. ISSN 2511-8676

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The digital transformation of single companies and of entire service businesses is an omni¬-present topic – not only in the academic discourse but also in the current public debate. The topic is often approached phenomenologically. We invited a group of well-renown scholars from different academic fields to share with us personal observations and interpretations of the digital transformation in service management in the form of individual commentaries that go beyond. The commentaries we received are based on different theoretical perspectives. They include motivations of why digital transformation makes service management research (smr) more relevant, they depict implications for service companies, and they outline research needs. This article conflates the submitted commentaries, and it is the first SMR special research paper – a paper type that will be continued in future issues to explore topics in a similar fashion that are likely to have a significant influence on the development of smr.

Item Type: Article
Divisions: Div E > Strategy and Policy
Depositing User: Cron Job
Date Deposited: 18 May 2018 20:11
Last Modified: 25 Jun 2020 09:58
DOI: doi:10.15358/2511-8676-2018-2-3