Design and management of services in the age of AI
Track 10
Track chairs
Christoph Peters
University of the Bundeswehr Munich
Jenny Elo
Tampere University
Christian Bartelheimer
University of Göttingen
Track description
Digital services and service ecosystems are being transformed by advances in artificial intelligence (AI), data, platforms, automation, and digital infrastructures. Generative and agentic AI, in particular, are reshaping how services are designed, delivered, managed, governed, and experienced. These technologies do not merely automate or replace human actors. They also enable new forms of service augmentation, in which human and artificial capabilities are combined to extend cognition, creativity, coordination, and decision-making.
As digital and intelligent technologies become embedded in service encounters, organisational processes, digital platforms, and institutional arrangements, new forms of collaboration and value co-creation are emerging across service ecosystems. These developments include hybrid intelligence, understood as the dynamic interplay of human and artificial agency to achieve outcomes that neither could accomplish alone. At the same time, AI-enabled and data-driven services raise important questions about access, inclusion, accountability, transparency, responsibility, control, and the distribution of value across actors, sectors, and borders.
Across domains such as healthcare, public administration, financial services, education, mobility, retail, and platform-based economies, digital and intelligent technologies increasingly act as infrastructures, interfaces, advisors, collaborators, mediators, and decision-support systems. In doing so, they reshape service encounters, service experiences, work practices, organisational capabilities, business models, and the evolution of service ecosystems. These developments invite attention to how digital and intelligent services and service (eco)systems can be designed and managed in ways that are meaningful, human-centered, responsible, and socially sustainable
This track welcomes research that advances our understanding of digital and intelligent services and service ecosystems in the age of AI across individual, team, organisational, ecosystem, and societal levels of analysis. We invite contributions from all research paradigms and methodologies, including conceptual and theoretical work, design-oriented research, qualitative and quantitative empirical studies, mixed-methods research, behavioral studies, and experimental approaches. Submissions that integrate service science and service research with Information Systems perspectives are especially encouraged.
Selected papers will be invited for fast-track consideration for the topical collection “Digital Transformation and Service” in Electronic Markets (https://link.springer.com/collections/aebjbihcdb).
Topics of interest
- Digital services, AI-enabled services, and intelligent services
- Service augmentation and hybrid intelligence in service ecosystems
- Service design, service engineering, and service system modeling
- Digital service innovation and service transformation
- Service experiences and human-centered digital service design
- Value co-creation and value co-destruction in digital and intelligent services
- Human-AI collaboration in service design, delivery, and management
- Data-driven services, platforms, and digital service infrastructures
- Platform-based, data-driven, and AI-enabled service business models
- Organisational capabilities for digital and intelligent services
- Organisational and institutional transformation in AI-enabled services
- Governance, accountability, transparency, and control in digital and AI-enabled service systems
- Responsible, inclusive, and sustainable digital services
- Institutions and institutional arrangements in digital service ecosystems
- Evolution and resilience of service ecosystems
- Methodological innovations for studying, designing, and managing digital and intelligent services
Associate editors
Daniel Beverungen
Paderborn University, Germany
Lorena Blasco-Arcas
ESCP Business School, Spain
Daniel Heinz
Karlsruhe Institute of Technology, Germany
Lysanne Lessard
University of Ottawa, Canada
Juuli Lumivalo
University of Jyväskylä, Finland
Paul Maglio
University of California, Merced, USA
Angeline Nariswari
California State University, Monterey Bay, USA
Jens Pöppelbuß
Ruhr University Bochum, Germany
Susanne Robra-Bissantz
TU Braunschweig, Germany
Terence Saldanha
University of Georgia, USA
Martin Semmann
University of Hamburg, Germany
Gero Strobel
University of Duisburg-Essen, Germany
Jorge Grenha Teixeira
University of Porto, Portugal
