How Big Data Analytics Enables Service Innovation: Materiality, Affordance, and the Individualizatio

Document Outline

• Abstract
• Theoretical Background
  • Service innovation
  • Big data and big data analytics
  • Materiality and affordances
• Research Method
  • Site selection
  • Data collection
  • Data analysis and theory building
    • Within-case analysis
    • Cross-case analysis
• Case Analysis
  • Company A: Insurance
  • Company B: Banking
  • Company C: Telecommunications
  • Company D: E-„Commerce
• A Theoretical Model of BDA-enabled Service Innovation
  • Material features of BDA affording service innovation
  • Automation of customer-sensitive service provision
  • Human-material customer-sensitive service practices
• Discussion
  • Contribution to service innovation scholarship
    • Complicity of automation and human-material practices in service innovation
    • Proactive service provision
    • Speed of service provision
    • Service individualization
  • Contribution to digital innovation scholarship
• Implications for IS Research and Practice
  • Implications for research
  • Implications for practice
• Limitations
• Conclusion
• Notes
• References
• Appendix