Value in digital technologies and services

Uwe Riss, M. Ziegler, Lindsay Smith

Research output: Chapter in Book/Report/Conference proceedingConference contribution


Home Knowledge Management in Organisations Conference paper
Value in Digital Technologies and Services
Uwe V. Riss, Michael Ziegler & Lindsay J. Smith
Conference paper
First Online: 04 July 2022
496 Accesses

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 1593))

Developing innovative digital services and applications is determined by the value of digital technologies. The value of technologies is difficult to grasp because it ultimately manifests itself only in customers’ active use. Therefore, the assessment of value of technologies must start with the study of customer activities. We synthesize service-dominant logic (SDL) and activity theory (AT) to provide an integrative approach to understand customer activities and their use of digital services. We demonstrate that both theories complement each other due to the focus on the individual and communal aspects of creating value. SDL concentrates on the social side of creating value, but this value is determined by the service beneficiary. AT has a focus on individual actors but also includes the social dimension of action in the division of labor. To this end, value creation theory (VCT) is taken as the common perspective and means to perform a theory synthesis of AT and SDL. Such synthesis allows for a comprehensive view of technology-enabled digital services. It is the aim to identify dimensions of technological development and investigate the value they provide to customers. Dimensions are the following four: dematerialization, virtualization, servitization and platformization. We show how they increase the customer value.
Original languageEnglish
Title of host publicationKnowledge Management in Organisations
Subtitle of host publication16th International Conference, KMO 2022, Hagen, Germany, July 11–14, 2022, Proceedings
EditorsLorna Uden, I-Hsien Ting, Bergit Feldmann
PublisherSpringer Nature
Number of pages13
ISBN (Electronic)978-3-031-07920-7
ISBN (Print)978-3-031-07919-1
Publication statusPublished - 14 Jul 2022
Event16th International Conference, KMO 2022 - Hagen, Germany
Duration: 11 Jul 202214 Jul 2022
Conference number: 16

Publication series

NameCommunications in Computer and Information Science (CCIS)
ISSN (Print)1865-0929
ISSN (Electronic)1865-0937


Conference16th International Conference, KMO 2022
Abbreviated titleKMO 2022


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