{"id":"https://openalex.org/W3153560541","doi":"https://doi.org/10.1365/s40702-021-00725-z","title":"Das Service Design Framework zur strukturierten Entwicklung datenbasierter Services","display_name":"Das Service Design Framework zur strukturierten Entwicklung datenbasierter Services","publication_year":2021,"publication_date":"2021-04-19","ids":{"openalex":"https://openalex.org/W3153560541","doi":"https://doi.org/10.1365/s40702-021-00725-z","mag":"3153560541"},"language":"de","primary_location":{"id":"doi:10.1365/s40702-021-00725-z","is_oa":true,"landing_page_url":"https://doi.org/10.1365/s40702-021-00725-z","pdf_url":"https://link.springer.com/content/pdf/10.1365/s40702-021-00725-z.pdf","source":{"id":"https://openalex.org/S4210205328","display_name":"HMD Praxis der Wirtschaftsinformatik","issn_l":"1436-3011","issn":["1436-3011","2198-2775"],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"HMD Praxis der Wirtschaftsinformatik","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://link.springer.com/content/pdf/10.1365/s40702-021-00725-z.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5024173034","display_name":"Bj\u00f6rn H\u00e4ckel","orcid":null},"institutions":[{"id":"https://openalex.org/I142270456","display_name":"Technische Hochschule Augsburg","ror":"https://ror.org/016604a03","country_code":"DE","type":"education","lineage":["https://openalex.org/I142270456"]},{"id":"https://openalex.org/I4210110507","display_name":"Fraunhofer Institute for Applied Information Technology","ror":"https://ror.org/01ak24c12","country_code":"DE","type":"facility","lineage":["https://openalex.org/I4210110507","https://openalex.org/I4923324"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Bj\u00f6rn H\u00e4ckel","raw_affiliation_strings":["Kernkompetenzzentrum Finanz- & Informationsmanagement, Hochschule Augsburg Projektgruppe Wirtschaftsinformatik des Fraunhofer FIT, Augsburg, Deutschland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Kernkompetenzzentrum Finanz- & Informationsmanagement, Hochschule Augsburg Projektgruppe Wirtschaftsinformatik des Fraunhofer FIT, Augsburg, Deutschland","institution_ids":["https://openalex.org/I142270456","https://openalex.org/I4210110507"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5016557730","display_name":"Rocco Xaver Richard Huber","orcid":null},"institutions":[{"id":"https://openalex.org/I179225836","display_name":"University of Augsburg","ror":"https://ror.org/03p14d497","country_code":"DE","type":"education","lineage":["https://openalex.org/I179225836"]},{"id":"https://openalex.org/I4210110507","display_name":"Fraunhofer Institute for Applied Information Technology","ror":"https://ror.org/01ak24c12","country_code":"DE","type":"facility","lineage":["https://openalex.org/I4210110507","https://openalex.org/I4923324"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Rocco Huber","raw_affiliation_strings":["Kernkompetenzzentrum Finanz- & Informationsmanagement, Universit\u00e4t Augsburg Projektgruppe Wirtschaftsinformatik des Fraunhofer FIT, Augsburg, Deutschland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Kernkompetenzzentrum Finanz- & Informationsmanagement, Universit\u00e4t Augsburg Projektgruppe Wirtschaftsinformatik des Fraunhofer FIT, Augsburg, Deutschland","institution_ids":["https://openalex.org/I179225836","https://openalex.org/I4210110507"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5064960264","display_name":"Marius Rieg","orcid":null},"institutions":[{"id":"https://openalex.org/I142270456","display_name":"Technische Hochschule Augsburg","ror":"https://ror.org/016604a03","country_code":"DE","type":"education","lineage":["https://openalex.org/I142270456"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Marius Rieg","raw_affiliation_strings":["Kernkompetenzzentrum Finanz- & Informationsmanagement, Hochschule Augsburg, Augsburg, Deutschland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Kernkompetenzzentrum Finanz- & Informationsmanagement, Hochschule Augsburg, Augsburg, Deutschland","institution_ids":["https://openalex.org/I142270456"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5042343155","display_name":"Carla R\u00f6sch","orcid":null},"institutions":[{"id":"https://openalex.org/I142270456","display_name":"Technische Hochschule Augsburg","ror":"https://ror.org/016604a03","country_code":"DE","type":"education","lineage":["https://openalex.org/I142270456"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Carla R\u00f6sch","raw_affiliation_strings":["Kernkompetenzzentrum Finanz- & Informationsmanagement, Hochschule Augsburg, Augsburg, Deutschland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Kernkompetenzzentrum Finanz- & Informationsmanagement, Hochschule Augsburg, Augsburg, Deutschland","institution_ids":["https://openalex.org/I142270456"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5047746956","display_name":"Patrick R\u00f6vekamp","orcid":"https://orcid.org/0000-0002-0433-269X"},"institutions":[{"id":"https://openalex.org/I179225836","display_name":"University of Augsburg","ror":"https://ror.org/03p14d497","country_code":"DE","type":"education","lineage":["https://openalex.org/I179225836"]},{"id":"https://openalex.org/I4210110507","display_name":"Fraunhofer Institute for Applied Information Technology","ror":"https://ror.org/01ak24c12","country_code":"DE","type":"facility","lineage":["https://openalex.org/I4210110507","https://openalex.org/I4923324"]}],"countries":["DE"],"is_corresponding":true,"raw_author_name":"Patrick R\u00f6vekamp","raw_affiliation_strings":["Kernkompetenzzentrum Finanz- & Informationsmanagement, Universit\u00e4t Augsburg Projektgruppe Wirtschaftsinformatik des Fraunhofer FIT, Augsburg, Deutschland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Kernkompetenzzentrum Finanz- & Informationsmanagement, Universit\u00e4t Augsburg Projektgruppe Wirtschaftsinformatik des Fraunhofer FIT, Augsburg, Deutschland","institution_ids":["https://openalex.org/I179225836","https://openalex.org/I4210110507"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5047746956"],"corresponding_institution_ids":["https://openalex.org/I179225836","https://openalex.org/I4210110507"],"apc_list":{"value":2390,"currency":"USD","value_usd":2390},"apc_paid":{"value":2390,"currency":"USD","value_usd":2390},"fwci":0.2998,"has_fulltext":true,"cited_by_count":3,"citation_normalized_percentile":{"value":0.62498098,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":95},"biblio":{"volume":"58","issue":"3","first_page":"611","last_page":"627"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.98580002784729,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12885","display_name":"Digital Innovation in Industries","score":0.9362999796867371,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.6458996534347534},{"id":"https://openalex.org/keywords/humanities","display_name":"Humanities","score":0.40929412841796875},{"id":"https://openalex.org/keywords/business-administration","display_name":"Business administration","score":0.40921205282211304},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.22525563836097717},{"id":"https://openalex.org/keywords/art","display_name":"Art","score":0.14363014698028564}],"concepts":[{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.6458996534347534},{"id":"https://openalex.org/C15708023","wikidata":"https://www.wikidata.org/wiki/Q80083","display_name":"Humanities","level":1,"score":0.40929412841796875},{"id":"https://openalex.org/C178550888","wikidata":"https://www.wikidata.org/wiki/Q2043282","display_name":"Business administration","level":1,"score":0.40921205282211304},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.22525563836097717},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","level":0,"score":0.14363014698028564}],"mesh":[],"locations_count":5,"locations":[{"id":"doi:10.1365/s40702-021-00725-z","is_oa":true,"landing_page_url":"https://doi.org/10.1365/s40702-021-00725-z","pdf_url":"https://link.springer.com/content/pdf/10.1365/s40702-021-00725-z.pdf","source":{"id":"https://openalex.org/S4210205328","display_name":"HMD Praxis der Wirtschaftsinformatik","issn_l":"1436-3011","issn":["1436-3011","2198-2775"],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"HMD Praxis der Wirtschaftsinformatik","raw_type":"journal-article"},{"id":"pmh:oai:econstor.eu:10419/287670","is_oa":true,"landing_page_url":"https://hdl.handle.net/10419/287670","pdf_url":null,"source":{"id":"https://openalex.org/S4306401696","display_name":"Econstor (Econstor)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"doc-type:article"},{"id":"pmh:oai:eref.uni-bayreuth.de:65083","is_oa":false,"landing_page_url":"https://eref.uni-bayreuth.de/65083/","pdf_url":null,"source":{"id":"https://openalex.org/S4377196442","display_name":"ERef Bayreuth (University of Bayreuth)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I54009628","host_organization_name":"University of Bayreuth","host_organization_lineage":["https://openalex.org/I54009628"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Artikel in einer Zeitschrift"},{"id":"pmh:oai:null:publica/419662","is_oa":false,"landing_page_url":"https://publica.fraunhofer.de/handle/publica/419662","pdf_url":null,"source":{"id":"https://openalex.org/S4306400318","display_name":"Fraunhofer-Publica (Fraunhofer-Gesellschaft)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4923324","host_organization_name":"Fraunhofer-Gesellschaft","host_organization_lineage":["https://openalex.org/I4923324"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"journal article"},{"id":"pmh:oai:uni-augsburg.opus-bayern.de:95238","is_oa":true,"landing_page_url":"https://opus.bibliothek.uni-augsburg.de/opus4/frontdoor/index/index/docId/95238","pdf_url":null,"source":{"id":"https://openalex.org/S4306400930","display_name":"OPUS (Augsburg University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I119916105","host_organization_name":"Augsburg University","host_organization_lineage":["https://openalex.org/I119916105"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1365/s40702-021-00725-z","is_oa":true,"landing_page_url":"https://doi.org/10.1365/s40702-021-00725-z","pdf_url":"https://link.springer.com/content/pdf/10.1365/s40702-021-00725-z.pdf","source":{"id":"https://openalex.org/S4210205328","display_name":"HMD Praxis der Wirtschaftsinformatik","issn_l":"1436-3011","issn":["1436-3011","2198-2775"],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"HMD Praxis der Wirtschaftsinformatik","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.5699999928474426,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[{"id":"https://openalex.org/F4320323888","display_name":"Bayerisches Staatsministerium\u00a0f\u00fcr Wirtschaft und Medien,\u00a0Energie und Technologie","ror":"https://ror.org/00rspzk45"}],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3153560541.pdf","grobid_xml":"https://content.openalex.org/works/W3153560541.grobid-xml"},"referenced_works_count":23,"referenced_works":["https://openalex.org/W245425526","https://openalex.org/W286675397","https://openalex.org/W919187098","https://openalex.org/W1942032163","https://openalex.org/W1993811016","https://openalex.org/W2002451006","https://openalex.org/W2116201926","https://openalex.org/W2123368070","https://openalex.org/W2198067728","https://openalex.org/W2430898800","https://openalex.org/W2520461148","https://openalex.org/W2526737020","https://openalex.org/W2593239869","https://openalex.org/W2735685167","https://openalex.org/W2772452442","https://openalex.org/W2799045502","https://openalex.org/W2888459198","https://openalex.org/W2891354274","https://openalex.org/W2938253875","https://openalex.org/W2980078231","https://openalex.org/W2985952633","https://openalex.org/W3009452520","https://openalex.org/W3040509965"],"related_works":["https://openalex.org/W4391375266","https://openalex.org/W2899084033","https://openalex.org/W2748952813","https://openalex.org/W93312527","https://openalex.org/W2603296253","https://openalex.org/W1589203209","https://openalex.org/W2557454913","https://openalex.org/W828925460","https://openalex.org/W11365241","https://openalex.org/W1013667899"],"abstract_inverted_index":{"Zusammenfassung":[0],"Die":[1],"Digitalisierung":[2],"pr\u00e4gt":[3],"das":[4,154,170,236],"Umfeld":[5],"von":[6,57,230],"Unternehmen":[7,68,160],"vor":[8,69],"allem":[9],"durch":[10],"neue":[11],"technologische":[12],"Entwicklungen":[13],"in":[14,122,127,194],"der":[15,123,128,162,212,242],"Erfassung":[16],"und":[17,34,64,138,180,193,201,216,223,246],"Speicherung":[18],"gro\u00dfer":[19],"Datenmengen":[20],"\u2013":[21],"auch":[22,91,126],"bekannt":[23,131],"als":[24,125],"Big":[25],"Data.":[26],"Dies":[27,101],"erm\u00f6glicht":[28],"Unternehmen,":[29],"datenbasierte":[30],"Services":[31,55,105,166,232],"zu":[32,39,44,114,148],"entwickeln":[33],"somit":[35],"ihr":[36],"bestehendes":[37],"Gesch\u00e4ftsmodell":[38],"erweitern":[40],"oder":[41],"sogar":[42],"neu":[43],"gestalten.":[45],"Allerdings":[46],"unterscheiden":[47],"sich":[48],"die":[49,52,60,82,117],"Anforderungen":[50,90,93,173],"f\u00fcr":[51,59,81,142,226],"Entwicklung":[53,61,84,164,245],"datenbasierter":[54,165,248],"ma\u00dfgeblich":[56],"denen":[58],"klassischer":[62],"Produkte":[63],"Services,":[65],"weshalb":[66],"viele":[67],"einem":[70],"Paradigmenwechsel":[71],"stehen.":[72],"Da":[73],"Daten":[74],"selbst":[75],"kein":[76],"inh\u00e4rentes":[77],"Wertversprechen":[78,113],"haben,":[79],"m\u00fcssen":[80],"erfolgreiche":[83],"eines":[85,184],"datenbasierten":[86,185,231],"Service":[87,155,204,218],"neben":[88],"(daten-)technischen":[89],"prozessuale":[92],"sowie":[94],"eine":[95],"kundenzentrische":[96],"Perspektive":[97],"integriert":[98],"betrachtet":[99],"werden.":[100],"ist":[102],"entscheidend,":[103],"da":[104],"kundenorientiert":[106],"gestaltet":[107],"werden":[108],"m\u00fcssen,":[109],"um":[110],"ein":[111,227],"entsprechendes":[112],"vermitteln.":[115],"Obwohl":[116],"Relevanz":[118],"dieser":[119],"Herausforderung":[120],"sowohl":[121],"Wissenschaft":[124],"Praxis":[129],"bereits":[130],"ist,":[132],"existieren":[133],"bis":[134],"heute":[135],"kaum":[136],"anwendungsorientierte":[137],"keine":[139],"umfassenden":[140],"Konzepte":[141],"dieses":[143],"Spannungsfeld.":[144],"Um":[145],"diese":[146,222],"L\u00fccke":[147],"schlie\u00dfen,":[149],"wird":[150],"im":[151],"vorliegenden":[152],"Beitrag":[153,240],"Design":[156,183,205,229],"Framework":[157,171,188,206,237],"vorgestellt,":[158],"welches":[159],"bei":[161,241],"systematischen":[163],"unterst\u00fctzt.":[167],"Dabei":[168],"strukturiert":[169],"zentrale":[172],"(z.":[174],"B.":[175],"Kundenbed\u00fcrfnisse,":[176],"Prozesse,":[177],"Daten,":[178],"Chancen":[179],"Risiken)":[181],"zum":[182],"Service.":[186],"Das":[187,203],"wurde":[189],"mithilfe":[190],"aktueller":[191],"Literatur":[192],"Zusammenarbeit":[195],"mit":[196],"Experten":[197],"aus":[198],"Industrieunternehmen":[199],"entwickelt":[200,224],"validiert.":[202],"baut":[207],"dabei":[208],"auf":[209],"den":[210],"Konzepten":[211],"Customer":[213],"Journey":[214],"Map":[215],"des":[217],"Blueprints":[219],"auf,":[220],"kombiniert":[221],"sie":[225],"umfassendes":[228],"weiter.":[233],"Damit":[234],"leistet":[235],"einen":[238],"wichtigen":[239],"strukturierten":[243],"Erfassung,":[244],"Analyse":[247],"Services.":[249]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1}],"updated_date":"2026-08-21T09:56:20.448147","created_date":"2025-10-10T00:00:00"}
