Designing Interaction Routines in Service Networks: A Modularity and Social Construction-Based Approach

Becker Jörg, Beverungen Daniel, Knackstedt Ralf, Matzner Martin, Müller Oliver, Pöppelbuß Jens

Abstract

Service networks made up of manufacturers and service firms to satisfy complex customer needs are proliferating. By exploiting their complementary competencies, such service networks enable their members to provide innovative and integrated solutions thatcould not be offered by any of the firms alone. The successful formation and operation ofservice networks requires the analysis and (re-)design of interaction routines that facilitateplanning and coordination based on a mutual exchange of information. We argue thatconceptual models are artifacts that enable networked organizations to improve how wellthey manage these interaction routines. Against this backdrop, this article makes four majorcontributions. First, a conceptual modelling language based on the design principle ofmodular decomposition of network complexity is developed for specifying interaction routinesin service networks. Second, a workshop-based modeling method based on the designprinciple of social construction of networks is developed for the purpose of guiding the(re-)design process itself. Third, the developed language and method are embedded into asoftware tool, and the utility of this ensemble artifact is demonstrated and evaluated usingcases of service networks in the construction industry. Fourth, a set of evaluation criteria isproposed for the purpose of assessing tool-supported conceptual modeling workshops andfor evaluating other types of conceptual workshops.

Projects the publication originates from