%0 Journal Article %1 ls_leimeister %A Kleinschmidt, Stefan %A Peters, Christoph %A Leimeister, Jan Marco %D 2019 %J Journal of Service Management (JOSM) %K contact-intensive_services dempub itegpub practices pub_cpe pub_jml pub_skl scaling_up service_innovation service_scalability service_scaling vertical_scaling %N 4 %P 793-814 %R 10.1108/JOSM-12-2017-0349 %T How to scale up contact-intensive services: ICT-enabled service innovation %U http://pubs.wi-kassel.de/wp-content/uploads/2019/09/JML_749.pdf %V 31 %X Purpose While scaling is a viable approach to respond to growing demand, service providers in contactintensive services – such as education, healthcare, and social services – struggle to innovate their offerings. The reason is that the scaling of contact-intensive services – unlike purely digital settings – has resource limitations. To help ease the situation, the purpose of this article is to identify and describe the practices used in scaling contact-intensive services to support ICTenabled service innovation. Design/methodology/approach The research draws on an in-depth analysis of three contact-intensive services to examine service innovation practices. The analysis informs model development for service scaling. Findings The analysis uncovers three practices for service scaling – service interaction analysis, service pivoting, and service validation – and their related activities that are applied in a cyclic and iterative logic. Research limitations/implications While the findings reveal that the scalability of contact-intensive services is limited and determined by the formative characteristic of personal interaction, this study and its findings describe how to leverage scalability in contact-intensive services. Practical implications The insights into the practices enable service providers of contact-intensive services to iteratively revise their service offerings and the logic of creating value with the service. Originality/value This research identifies and describes for the first time the practices for the scaling of contactintensive services as an operationalisation of ICT-enabled service innovation.

@article{ls_leimeister, abstract = {Purpose While scaling is a viable approach to respond to growing demand, service providers in contactintensive services – such as education, healthcare, and social services – struggle to innovate their offerings. The reason is that the scaling of contact-intensive services – unlike purely digital settings – has resource limitations. To help ease the situation, the purpose of this article is to identify and describe the practices used in scaling contact-intensive services to support ICTenabled service innovation. Design/methodology/approach The research draws on an in-depth analysis of three contact-intensive services to examine service innovation practices. The analysis informs model development for service scaling. Findings The analysis uncovers three practices for service scaling – service interaction analysis, service pivoting, and service validation – and their related activities that are applied in a cyclic and iterative logic. Research limitations/implications While the findings reveal that the scalability of contact-intensive services is limited and determined by the formative characteristic of personal interaction, this study and its findings describe how to leverage scalability in contact-intensive services. Practical implications The insights into the practices enable service providers of contact-intensive services to iteratively revise their service offerings and the logic of creating value with the service. Originality/value This research identifies and describes for the first time the practices for the scaling of contactintensive services as an operationalisation of ICT-enabled service innovation.}, added-at = {2019-08-14T15:09:04.000+0200}, author = {Kleinschmidt, Stefan and Peters, Christoph and Leimeister, Jan Marco}, biburl = {https://www.bibsonomy.org/bibtex/284ec64441354919ebbc9e17a67034dbc/ls_leimeister}, doi = {10.1108/JOSM-12-2017-0349}, interhash = {6ae2375de1b529dde1586246a416f4b7}, intrahash = {84ec64441354919ebbc9e17a67034dbc}, issn = {1757-5818}, journal = {Journal of Service Management (JOSM)}, keywords = {contact-intensive_services dempub itegpub practices pub_cpe pub_jml pub_skl scaling_up service_innovation service_scalability service_scaling vertical_scaling}, number = 4, pages = {793-814}, timestamp = {2022-08-31T13:46:28.000+0200}, title = {How to scale up contact-intensive services: ICT-enabled service innovation}, url = {http://pubs.wi-kassel.de/wp-content/uploads/2019/09/JML_749.pdf}, volume = 31, year = 2019 }