Service innovation enabled by Internet of Things and cloud computing – a service-dominant logic perspective

ABSTRACT

Service innovation in the context of systems having layered-modular and service-oriented architecture is through innovation in the constituent components. Many of these components are platforms owned by different organisations. The combination of complementary paradigms of Internet of Things (IoT) and Cloud computing has a huge potential for creating innovative services. While technical aspects of this integration are addressed in extant research, the process of service innovation has not received much attention. This process brings multiple organisations into play and an IT solutions and services organisation (focal firm) designs a domain-specific platform leveraging the IoT and cloud platforms. This study explores this process in the aviation domain using Service-Dominant (S-D) logic with its three dimensions – Service Eco-system, Service Platform and Value Co-creation. S-D logic axioms are mapped to gain understanding of the micro-theoretical level elements and to develop operational principles for the orchestration of the service innovation process.

KEYWORDS:

• Service innovation
• Internet of Things
• cloud
• service-dominant logic
• service eco-system
• service platform
• value co-creation
• operational principles

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Sreenivasa S. Sharma Nittala

Sreenivasa S. Sharma Nittala is a Doctoral candidate (Executive Fellow Program in Management) at Management Development Institute – Gurgaon, India. He has a B. Tech in Computer Science from National Institute of Technology – Warangal, India. He has over 28 years of experience in the IT industry across reputed multinational and Indian organisations such as Siemens, Microsoft, HCL, IGT and SITA. His experience as a practitioner spans IT Consulting, Enterprise IT Architecting, Product Strategy Formulation, Project Management & Software Development. His current responsibility involves conceptualising and designing new solutions and services based on new and emerging technologies. He has published a case at Ivey Publishing and has presented papers in national conferences. His areas of interest are IT-enabled innovation, new technology adoption, technology management, business-IT alignment, enterprise architecture, and IT Strategy.

Sangeeta Shah Bharadwaj

Sangeeta Shah Bharadwaj is a Professor of Information Management at the Management Development Institute, Gurgaon, India. She has an MSc (Hons) Mathematics, a Master of Management Studies, an ME (Systems and Information), and a PhD from Birla Institute of Technology and Science, Pilani. Her teaching interests include Managing IT projects, HR Analytics, and Business Development in IT organisations. Her research interests include new technology adoption in organisations. She has co-authored a book on “Business Process Outsourcing for Strategic Advantage”. She has written more than ten cases which are available on Ivey case publishing and Harvard case publishing site. Her case, ‘Can work at home policy hurt morale?’ has been published in Harvard Business Review. She has published more than 40 papers in national and international journals including EJIS, BPMJ, Vikalpa, Vision, Industrial Management and Data Systems, and Education & Training.

Shiv S. Tripathi

Shiv S. Tripathi is currently working as an Assistant Professor in Strategy Area at Management Development Institute – Gurgaon. He is a Ph.D. from Vinod Gupta School of Management, IIT Kharagpur. He has close to 16 years of corporate and academic experience in organisations like Exide, ICFAI & Century Plyboards. His core area of teaching research and consulting is innovation and growth through innovation and entrepreneurship. His objective of research is to bridge the gap between industry and academia. He has written several cases that are published with the Case Centre, Richard Ivey School of Business, and in various case books. His cases range from airline, IT, steel, water, board governance and internationalisation, development to entertainment and sports industry and are available at the Case Centre and Richard Ivey School of Business. His research has appeared in international journals on innovation like Technology Innovation Management Review. His areas of interest are Open innovation, ambidexterity and sustainability and emerging markets.

Heiko Seif

Heiko Seif studied mechanical engineering at the Karlsruhe Institute of Technology with focus on production automation. He started his career in the simultaneous engineering team at Daimler AG where he was responsible for the automation of production facilities. He continued his profession at the BMW Group where he was an internal consultant in the field of technology management and innovation. Since 2010 he is a lecturer at the Munich Business School and holds a professorship for international management. Prof. Seif is dean of research at the Munich Business School. In parallel, Prof. Dr. Seif is Senior Manager at UNITY AG. He is in the management team of the Competence Center Digitalisation & Technology and responsible for Industrie 4.0 and digitalisation initiatives. Especially, the development of new business models based on leading edge technologies for connectivity and process improvements enabled by Industrie 4.0 approaches for customers out of the automotive & mobility sector is his main focus. With UNITY Prof. Dr. Seif is involved in national and international research projects like in the German Academy of Engineering (acatech), its OWL, INBENZHAP and GEMINI. Furthermore, he has deep insights into research projects of multiple industries.