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Cited by 404Service and Product InnovationDigital Innovation in IndustriesBig Data and Business Intelligence

How Big Data Analytics Enables Service Innovation: Materiality, Affordance, and the Individualization of Service

Open access
Lehrer, Christiane, Wieneke, Alexander, vom Brocke, Jan, Jung, Reinhard, Seidel, Stefan·2018·Journal of Management Information Systems
DOI 10.1080/07421222.2018.1451953
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Abstract

The article reports on an exploratory, multisite case study of four organizations from the insurance, banking, telecommunications, and e-commerce industries that implemented big data analytics (BDA) technologies to provide individualized service to their customers. Grounded in our analysis of these four cases, a theoretical model is developed that explains how the flexible and reprogrammable nature of BDA technologies provides features of sourcing, storage, event recognition and prediction, behavior recognition and prediction, rule-based actions, and visualization that afford (1) service automation and (2) BDA-enabled human-material service practices. The model highlights how material agency (in the case of service automation) and the interplay of human and material agencies (in the case of human-material service practices) enable service individualization, as organizations draw on a service-dominant logic. The article contributes to the literature on digitally enabled service innovation by highlighting how BDA technologies are generative digital technologies that provide a key organizational resource for service innovation. We discuss implications for research and practice.

Verified 2026-10-06 · 12 references not checked yet

AI snapshot

Written from the paper’s full text.

TL;DR

This exploratory multisite case study of four B2C firms (insurance, banking, telecommunications, e-commerce) develops a grounded theoretical model showing how the material features of big data analytics (BDA) afford two distinct types of service innovation: service automation (material agency) and human-material service practices (interplay of human and material agency). Both pathways enable service individualization as organizations interpret BDA in light of a service-dominant logic.

Key findings

  • BDA's flexible, reprogrammable material features — sourcing, storage, event recognition and prediction, behavior recognition and prediction, rule-based actions, and visualization — afford (1) service automation and (2) BDA-enabled human-material service practices.
  • Two types of automation emerged: automated trigger-based service action (e.g., Company A's stream analytics detecting forced entry and automatically triggering an alarm or police call) and automated preference-sensitive service action (e.g., Company B's automatic customization of e-banking content; Company D's automated adjustment of user interfaces and location-aware mobile messages).
  • Two types of human-material practices emerged: trigger-based customer service interaction (e.g., Company A's agents proactively approaching customers after predicted lifetime events like marriage or property purchase) and preference-sensitive customer service interaction (e.g., Company C's frontline employees receiving next-best-action recommendations and customer profiles).
  • Case distribution differed: Companies A and B balanced automation and human-material practices; Company C showed only human-material practices; Company D showed only automation. In automation, BDA provides necessary and sufficient conditions; in human-material practices, only necessary conditions, since the practice results from interpenetration of human and material agencies.

Methods

  • Exploratory, theory-building multisite case study of four B2C organizations in insurance, banking, telecommunications, and e-commerce, sampled from Austria, Germany, and Switzerland using literal replication logic and purposive sampling for diversity in industry, size, and BDA maturity.
  • Primary data: 30 semistructured interviews (six to eight participants per firm) with market and technical experts across functional areas and hierarchical levels, lasting 45–90 minutes, recorded and transcribed verbatim in German; supplemented by public company information (annual reports, press releases) and internal presentations.
  • Analysis: within-case open coding in ATLAS.ti (generating more than 300 descriptive codes), then axial coding organized around materiality and affordances, followed by cross-case analysis; coding done independently by the first and second authors with discussion among coauthors, moving back and forth between data and theory.

Limitations

  • Stated by the paper: qualitative research relies on researchers' interpretation in coding and analysis, so future research should repeat and refine the analysis; the account of potential for service automation and human-material practices is unlikely to be exhaustive given subjective interpretations of IT use in context; the case organizations shared characteristics (ownership, business model, relevance of BDA to service innovation, cultural proximity), so results may not generalize beyond this context; and tech-industry pioneers may put BDA to other uses not captured here.
  • Evident from the text: the model is built from only four firms in four industries within German-speaking Europe, and the emotion-sensitive service processes discussed in the Discussion were only mentioned in interviews and had not been fully implemented in the case organizations.

Model-written summary. Check it against the paper before relying on it.

Integrity signals

Registry

Crossref · 10.1080/07421222.2018.1451953

Cites

58 of 70 references verified0 citation errors · 0 not checkable

Statistics

Nothing to recompute.

Claims the paper makes

0 of 23 cited sources checked · 0 supported · 0 flagged

  • Findingreasoning
    § Abstract

    Visualization applications (dashboards) gave the insurance agents information about identified or predicted triggers so they could approach their customers with appropriate service offerings in a timely way.

    “Visualization applications (i.e., dashboards) gave the insurance agents information about identified or predicted triggers so they could approach their customers with appropriate service offerings in a timely way:”
    Quote in the paperSubstantial claim
  • Findingown data
    § Abstract

    Stream analytics facilitated the automated, real-time recognition of insurance-related events in the customer's home or car.

    “First, stream analytics facilitated the automated, real-time recognition of insurance-related events in, for instance, the customer’s home (e.g., open window, burglary) or car (e.g., accident).”
    Quote in the paperSubstantial claim
  • Findingreasoning
    § Abstract

    These material features afforded automated trigger-based service actions on the customer's behalf.

    “These material features afforded automated trigger-based service actions on the customer’s behalf.”
    Quote in the paperSubstantial claim
  • Findingreasoning
    § Abstract

    At Company A, the material features of BDA in response to new strategic action goals afforded automation and new human-material service practices.

    “Thus, the material features of BDA in response to new strategic action goals afforded automation and new human-material service practices.”
    Quote in the paperSubstantial claim
  • Findingreasoning
    § Abstract

    The insurance agents were afforded entirely new ways of engaging with customers such that they proactively approached them with individualized information, products, or service at the right time.

    “In the second example, the insurance agents were afforded entirely new ways of engaging with customers such that they proactively approached them with individualized information, products, or service at the right time.”
    Quote in the paperSubstantial claim
  • May combine two claims. 39
  • The quote only partly states this claim. 1
  • Classified as probably not a substantial claim. 25

  • May combine two claims.

    Findingreasoning
    § Abstract

    The detection of a forced entry into the customer's home automatically triggered predefined actions in real time, such as starting an alarm or calling the police, potentially preventing loss.

    “For example, the detection of a forced entry into the customer’s home automatically triggered predefined actions in real time, such as starting an alarm or calling the police, potentially preventing loss:”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Findingown data
    § Abstract

    At Company D, web and mobile analytics provided insights into users' online activities, enabling the company to better understand their browsing and purchasing patterns.

    “Web and mobile analytics provided insights into users’ online activities enabling the company to better understand their browsing and purchasing patterns.”
    Quote in the paperNot a substantial claim

  • The quote only partly states this claim.

    Findingnone given
    § Abstract

    At Company C, the analyses resulted in concise, clear, and timely metrics on calling patterns, data consumption, and customer satisfaction.

    “The analyses resulted in concise, clear, and timely metrics on, for example, calling patterns, data consumption, and customer satisfaction.”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Findingnone given
    § Abstract

    At Company B, the material features of BDA allowed for collecting customer data from multiple new and traditional data sources, storing it in a data lake, and compiling a rich and up-to-date customer profile.

    “The material features of BDA allowed for collecting customer data from multiple new and traditional data sources, storing it in the data lake, and compiling a rich and up-to-date customer profile.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data
    § Abstract

    At Company D, smartphone technology allowed the firm to monitor the customer's location during the holiday and to deliver context-specific, highly personalized messages in real time.

    “smartphone technology allowed the firm to monitor the customer’s location during the holiday and to deliver context-specific, highly personalized messages in real time”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Findingreasoning
    § Abstract

    At Company B, employees still had to make their own decisions on how they used the information and adapted their behavior, so the customer's profile and the employee's skill set and experience worked together.

    “Employees still had to make their own decisions on how they used the information and how they adapted their behavior, so the customer’s profile and the employee’s skill set and experience worked together.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingreasoning
    § Discussion

    The study found that BDA allowed firms to generate customer insights and heightened awareness about customers' needs and preferences.

    “we found that BDA allowed firms to generate customer insights and heightened awareness about customers’ needs and preferences.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingreasoning
    § Abstract

    At Company C, employees were equipped with timely, actionable insights about the customer's history and anticipated behaviors and given decision support at the point of customer interaction.

    “employees were equipped with timely, actionable insights about the customer’s history and anticipated behaviors and given decision support at the point of customer interaction”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingreasoning
    § Abstract

    At Company C, the new practice fundamentally changed the firm's service delivery, as previously frontline employees had limited visibility of their customers and could react to customer requests only on the spot, mainly based on the company's guidelines and their intuition.

    “The new practice fundamentally changed the firm’s service delivery, as previously frontline employees had limited visibility of their customers and could react to customer requests only on the spot, mainly based on the company’s guidelines and their intuition.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingreasoning
    § Abstract

    At Company B, the new process did not base content on general customer segmentation criteria but adapted content to observed customer activities combined with historical data, making it highly individualized.

    “the new process did not base content on general customer segmentation criteria but adapted the content to observed customer activities combined with historical data. Therefore, it was highly individualized.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingnone given
    § Conclusion

    BDA has two key primary roles in the context of service innovation: automation of customer-sensitive service provision and human-material customer-sensitive service practices, grounded in material features of BDA.

    “It identifies two key primary roles of BDA in the context of service innovation: (1) automation of customer-sensitive service provision, and (2) human-material customer-sensitive service practices, and highlights how these are grounded in material features of BDA.”
    Quote in the paperSubstantial claim

  • Classified as probably not a substantial claim.

    Findingown data
    § Discussion

    BDA consists of the interplay of multiple applications for gathering, storing, analyzing, and communicating big data from external and internal data sources.

    “our empirical results support the notion that BDA consists of the interplay of multiple applications for gathering, storing, analyzing, and communicating big data from external and internal data sources”
    Quote in the paperSubstantial claim0 of 3 sources checked
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    Findingown data
    § Discussion

    Some organizations balance automation and human-material service practices, while others focus only on human-material practices or automation.

    “As our analysis shows, some organizations balance automation and human-material service practices (as in the case of Companies A and B), while others focus only on human-material practices (as in the case of Company C) or automation (as in the case of Company D).”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Findingown data
    § Discussion

    The companies' investments in BDA technologies and their application to service innovation were in response to specific action goals, and these goals had in common a focus on individualized service.

    “All four cases provide evidence that the companies’ investments in BDA technologies and their application to service innovation was in response to specific action goals and that these goals had in common their focus on individualized service.”
    Quote in the paperSubstantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Study design and conductcitation
    § Abstract

    Semistructured interviews were used as the primary data source because they are appropriate for gathering rich empirical data when the phenomenon is episodic and infrequent.

    “We used semistructured interviews as our primary data source—an approach that is appropriate for gathering rich, empirical data, particularly when the phenomenon under examination is episodic and infrequent.”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Interpretationreasoning
    § Abstract

    Material agency enables service individualization in service automation, and the interplay of human and material agencies enables service individualization in human-material service practices, as organizations draw on a service-dominant logic.

    “The model highlights how material agency (in the case of service automation) and the interplay of human and material agencies (in the case of human-material service practices) enable service individualization, as organizations draw on a service-dominant logic.”
    Quote in the paperSubstantial claim

  • Classified as probably not a substantial claim.

    Study design and conductnone given
    § Abstract

    The researchers sought a sample of firms diverse in industry, size, and BDA maturity.

    “Aside from these commonalities, we sought to obtain a sample of firms that are diverse in terms of industry, size, and BDA maturity.”
    Quote in the paperSubstantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

    Study design and conductreasoning
    § Abstract

    The researchers met with respondents over time and aimed to explain change to ensure dependability.

    “Third, to ensure dependability (i.e., the consistency of the interpretation over time), we met with respondents over time, and we aimed to explain change.”
    Quote in the paperNot a substantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

    Study design and conductown data
    § Abstract

    The researchers triangulated across sources, methods, and researchers, and debriefed with peers and participants to ensure credibility.

    “First, in order to ensure credibility, we triangulated across sources, methods, and researchers, and we debriefed with peers and participants.”
    Quote in the paperNot a substantial claim

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    Study design and conductreasoning
    § Abstract

    The researchers triangulated across sites through purposive sampling, looking for the occurrence of phenomena across case sites as well as for differences, to ensure transferability.

    “Second, to ensure transferability (i.e., the extent to which the interpretation can also be employed in other contexts), we triangulated across sites through purposive sampling, looking for the occurrence of phenomena across case sites, as well as for differences.”
    Quote in the paperNot a substantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

    Study design and conductnone given
    § Abstract

    Interviews and transcriptions were done in German, native German speakers conducted all data analyses, and coding and quotations were translated into English for presentation.

    “Interviews and transcriptions were done in German, the participants’ native language, and native German speakers conducted all data analyses. The resulting coding and quotations were translated into English for presentation purposes.”
    Quote in the paperNot a substantial claim

  • Classified as probably not a substantial claim.

    Study design and conductreasoning
    § Abstract

    The researchers sampled cases from Austria, Germany, and Switzerland to limit cultural differences.

    “To limit cultural differences, we sampled cases from Austria, Germany, and Switzerland, countries that have significant cultural commonalities.”
    Quote in the paperSubstantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

    Study design and conductown data
    § Abstract

    The interviews lasted between 45 and 90 minutes and were recorded and transcribed verbatim to allow rigorous and transparent analysis.

    “The interviews lasted between 45 and 90 minutes and were recorded and transcribed verbatim so we could analyze the resulting data in a rigorous and transparent manner.”
    Quote in the paperNot a substantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Study design and conductcitation
    § Abstract

    The data analysis process broadly followed recommendations for within- and cross-case analyses.

    “The data analysis process broadly followed the recommendations of Eisenhardt [Citation9], Paré [Citation35], and Yin [Citation56] for within- and cross-case analyses.”
    Quote in the paperNot a substantial claim0 of 3 sources checked
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    Study design and conductcitation
    § Abstract

    The study followed established guidelines for case study research.

    “In conducting our multiple case studies, we followed established guidelines for case study research (e.g., [Citation9]).”
    Quote in the paperNot a substantial claim0 of 1 sources checked
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    Study design and conductreasoning
    § Abstract

    The researchers triangulated across researchers by involving two researchers in conducting interviews with key respondents to avoid subjectivity and preconceptions, to ensure confirmability.

    “Finally, to ensure confirmability (i.e., the researchers’ objectivity in interpreting findings), we triangulated across researchers by involving two researchers in conducting interviews with key respondents to avoid subjectivity and preconceptions.”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Study design and conductcitation
    § Abstract

    Choosing cases from four industries allowed comparison and identification of BDA-enabled service innovations that are not industry- or firm-specific, enhancing analytical generalizability.

    “Choosing cases from four industries allowed us to compare the cases for commonalities and differences, and to identify BDA-enabled service innovations that are not industry- or firm-specific. This approach enhances the analytical generalizability of our findings [Citation35].”
    Quote in the paperSubstantial claim0 of 1 sources checked
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    Study design and conductcitation
    § Abstract

    The researchers applied literal replication logic to purposefully select case organizations expected to yield similar results.

    “We applied literal replication logic to purposefully select case organizations that we expected to yield similar results [Citation35].”
    Quote in the paperNot a substantial claim0 of 1 sources checked
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    Interpretationreasoning
    § Abstract

    BDA technologies are generative digital technologies that provide a key organizational resource for service innovation.

    “The article contributes to the literature on digitally enabled service innovation by highlighting how BDA technologies are generative digital technologies that provide a key organizational resource for service innovation.”
    Quote in the paperSubstantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

    Study design and conductnone given
    § Abstract

    The researchers compared the coders' results, discussed differences and commonalities, and merged the results.

    “We compared the coders’ results, discussed differences and commonalities, and merged the results.”
    Quote in the paperNot a substantial claim

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    Premisecitation
    § Discussion

    Affordances are both dispositional (associated with the technology) and relational (in relation to a specific use context).

    “Affordances are both dispositional (i.e., associated with the technology) and relational (i.e., in relation to a specific use context) [Citation12].”
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    Interpretationreasoning
    § Discussion

    Using data generated by the customer outside the business relationship to initiate timely interactions enables firms to extend their service value chains and support their customers in various life situations precisely when they need it.

    “Using such data to initiate timely interactions enables firms to extend their service value chains and support their customers in various life situations precisely when they need it.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Interpretationreasoning
    § Discussion

    Service automation is dominated by material agency, while human-material service provision is characterized by the interpenetration of human and material agencies to deliver value to the customer.

    “Service automation is dominated by material agency, while human-material service provision is characterized by the interpenetration of human and material agencies to deliver value to the customer.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Interpretationreasoning
    § Discussion

    Based on the customer's inferred preference, a firm can automatically tailor the channel used to deliver service or the user interfaces.

    “Based on the customer’s inferred preference, a firm can automatically tailor the channel used to deliver service or the user interfaces.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Interpretationreasoning
    § Abstract

    Company B was enabled to provide highly individualized customer support and a consistent customer journey along all touchpoints.

    “Company B was enabled to provide highly individualized customer support and a consistent customer journey along all touchpoints.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Interpretationreasoning
    § Discussion

    Being aware of customers' problems in everyday life facilitates the firm's development of new value-added service and improves the customer's experience and perception of the value the firm offers.

    “Being aware of customers’ problems in everyday life facilitates the firm’s development of new value-added service and improves the customer’s experience and perception of the value the firm offers.”
    Quote in the paperSubstantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

    Study design and conductnone given
    § Abstract

    Each case was treated as a separate study, and each step was conducted independently by the first and second author, with regular discussions to avoid subjective interpretations and enhance validity.

    “Each case was treated as a separate study, and each step was conducted independently by the first and second author, with regular discussions to avoid subjective interpretations and enhance validity.”
    Quote in the paperNot a substantial claim

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    Premisecitation
    § Discussion

    As the use context changes, new, innovative applications of digital technologies emerge.

    “As the use context changes, new, innovative applications of digital technologies emerge [Citation41].”
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    Interpretationown data
    § Discussion

    The way the firm interacts with the customer can itself be a source of innovation, and this way is grounded in the material features of BDA technologies that allow for interactions between human agency and material agency in delivering services.

    “The way the firm interacts with the customer can itself be a source of innovation, and our analysis highlights how this way is grounded in the material features of BDA technologies that allow for interactions between human agency and material agency in delivering services.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Interpretationreasoning
    § Abstract

    In the case of service automation, BDA technologies provide both necessary and sufficient conditions for service innovation, as the technology acts without the intervention of human actors.

    “In the case of service automation, BDA technologies provide both necessary and sufficient conditions for service innovation, as the technology acts without the intervention of human actors.”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Interpretationown data
    § Abstract

    At Company A, the new BDA-enabled practices served the individual customer at the critical moment, thereby increasing the relevance of product and service offerings and creating a sense of convenience.

    “The new, innovative practices served the individual customer at the critical moment, thereby increasing the relevance of product and service offerings and creating a sense of convenience.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Premisecitation
    § Discussion

    Digital technologies are reprogrammable, so organizations explore configurations of technologies that form functional relationships to identify new potentials for action as they are confronted with new action goals.

    “Digital technologies are reprogrammable [Citation20, Citation58], so organizations explore configurations of technologies that form functional relationships to identify new potentials for action as they are confronted with new action goals.”
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    Interpretationreasoning
    § Discussion

    The authors were able to identify the material features of the technologies at an abstract level and can explain the similarities by the prevalence of an S-D logic, where organizations seek to implement customer centricity and service individualization.

    “we were able to identify the material features of those technologies at an abstract level and can explain the similarities by means of the prevalence of an S-D logic, where organizations seek to implement customer centricity and service individualization.”
    Quote in the paperSubstantial claim
    • Rests on an assumption: The material features identified at an abstract level are comparable across the different technological platforms used by the case organizations.

  • Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

    Interpretationown data
    § Discussion

    The study's analysis suggests that BDA-enabled service processes might be extended to address the customer on an emotional level, although such emotion-sensitive service was only mentioned in interviews and has not been fully implemented in the case organizations.

    “Our analysis also suggests that BDA-enabled service processes might be extended to address the customer on an emotional level, although such emotion-sensitive service was only mentioned in the interviews and has not been fully implemented in the case organizations.”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Interpretationreasoning
    § Discussion

    Technology is reprogrammed in some cases to automate service processes and in other cases to provide actionable spaces to human actors, leading to novel interpenetrations of human and material agencies.

    “Technology is reprogrammed in some cases to automate service processes and in other cases to provide actionable spaces to human actors, leading to novel interpenetrations of human and material agencies.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Interpretationreasoning
    § Discussion

    BDA increases the speed of service provision, even enabling real-time service provision.

    “BDA increases the speed of service provision—even real-time service provision.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Interpretationown data
    § Discussion

    The study highlights how BDA gives rise to similar innovative affordances across the case organizations, as these organizations draw on an S-D logic, even though similar applications are grounded in different technologies.

    “Our study highlights how BDA gives rise to similar innovative affordances across our case organizations, as these organizations draw on an S-D logic, even though these similar applications are grounded in different technologies.”
    Quote in the paperSubstantial claim
    • Rests on an assumption: The four case organizations are representative enough that innovative affordances observed in them can be generalized across contexts and industries.
    • Rests on an assumption: The material features identified at an abstract level are comparable across the different technological platforms used by the case organizations.

  • May combine two claims.

    Interpretationreasoning
    § Abstract

    Company D was afforded the ability to consider its customers' individual needs instead of treating all customers the same, thereby enhancing convenience.

    “Company D was afforded the ability to consider their customers’ individual needs instead of treating all customers the same, thereby enhancing convenience.”
    Quote in the paperSubstantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing), S4 (based).

    Study design and conductnone given
    § Discussion

    There may be other firms, especially in the tech industry, that are pioneers in applying BDA, which limits the study.

    “although our firms have strong technological capabilities, there may be other firms, especially in the tech industry, that are pioneers in applying BDA”
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    Study design and conductreasoning
    § Discussion

    The account of the potential for service automation and human-material service practices is unlikely to be exhaustive because the use of information technologies is subject to subjective interpretations in specific contexts of use.

    “as the use of information technologies is subject to subjective interpretations in specific contexts of use, it is unlikely that our account of the potential for service automation and human-material service practices is exhaustive”
    Quote in the paperNot a substantial claim

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    Interpretationnone given
    § Discussion

    Malleable digital technologies are (re-)interpreted in light of changing action goals.

    “The argument is that malleable digital technologies are (1) (re-)interpreted in light of changing action goals”
    Quote in the paperNot a substantial claim

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    Interpretationreasoning
    § Discussion

    The (re-)interpretation of malleable digital technologies in light of changing action goals leads to development and implementation activities that enable new functional relationships among the material features of digital technology.

    “that this (re-)interpretation leads to certain development and implementation activities that enable new functional relationships among the material features of digital technology”
    Quote in the paperNot a substantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing), S4 (based).

    Study design and conductnone given
    § Discussion

    Qualitative research relies on the researchers' interpretation in coding and analyzing the data.

    “qualitative research relies on the researchers’ interpretation in coding and analyzing the data”
    Quote in the paperNot a substantial claim

  • Probably not a substantial claim: may not pass S2 (checkable).

    Interpretationcitation
    § Discussion

    Understanding technology affordances requires analytic approaches that simultaneously consider aspects of materiality, humans, and context in light of organizational level goals.

    “our study supports recent work highlighting that understanding technology affordances requires analytic approaches that simultaneously consider, for example, aspects of materiality, humans, and context in light of organizational level goals”
    Quote in the paperNot a substantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Premisecitation
    § Discussion

    Affordances are at the organizational level.

    “In this view, affordances are at the organizational level (e.g., [Citation42, Citation47, Citation59]).”
    Quote in the paperNot a substantial claim0 of 3 sources checked
    • cites Citation42

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  • May combine two claims.

    Interpretationown data
    § Discussion

    BDA technologies enable service innovations and contribute to creating new value propositions.

    “Our study highlights how BDA technologies enable service innovations and, thus, contribute to creating new value propositions.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Premisecitation
    § Discussion

    Information technologies are used in strikingly similar ways across organizations, and this is also the case for BDA-enabled service innovation.

    “Information technologies are used in strikingly similar ways across organizations, which is also the case for BDA-enabled service innovation.”
    Quote in the paperNot a substantial claim0 of 2 sources checked
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57 of 57

  • The paper relies on this without support.

    There is a lack of an empirically grounded theoretical understanding that attends to the materiality of BDA and how this materiality enables service innovation.

    “While these examples suggest that BDA provides ample opportunity for service innovation across industries, we lack an empirically grounded theoretical understanding that attends to the materiality of BDA and how this materiality enables service innovation.”

  • The paper relies on this without support.

    Empirical evidence on the impact of BDA on service innovation is scarce.

    “Because empirical evidence on the impact of BDA on service innovation is scarce, we employed an exploratory, multisite case study approach to develop a model that is firmly grounded in the analysis of data.”

  • The paper relies on this without support.

    There is currently no empirically based theoretical model that explains how BDA enables service innovation.

    “Despite the growing literature on BDA, there is currently no empirically based theoretical model that explains how BDA enables service innovation.”

  • The paper relies on this without support.

    The phenomenon of interest has previously not been subject to in-depth empirical investigation.

    “The phenomenon of interest is an emergent phenomenon that has previously not been subject to in-depth empirical investigation, so we sought revelatory cases [Citation8].”

  • The paper relies on this without support.

    Service provision has typically been reactive in nature, requiring customers to approach the firm with a service request.

    “Service provision has typically been reactive in nature, requiring customers to approach the firm with a service request.”

  • The paper relies on this without support.

    The four case organizations are representative enough that innovative affordances observed in them can be generalized across contexts and industries.

    “As our analysis of four cases from different industries suggests, these innovative affordances occur across contexts.”

  • The paper relies on this without support.

    The material features identified at an abstract level are comparable across the different technological platforms used by the case organizations.

    “While one company might use, for instance, Hadoop, as was the case in Company A, another company might use a different technological platform. Still, we were able to identify the material features of those technologies at an abstract level”
7 of 7

Claims other papers make about this one

Each is checked against this paper’s own text: does it say what the citing paper says it does?

  • Prior research has discussed how big data analytics technologies become generative digital technologies that enable service innovation, how hybrid intelligent decision support systems should be designed, and how the underlying logic of work is changing.

    “In this context, prior research has discussed how big data analytics technologies become generative digital technologies that enable service innovation (Lehrer et al. 2018), how hybrid intelligent decision support systems should be designed (Dellermann et al. 2018), and how the underlying logic of work is changing (Tumbas et al. 2018).”

    From How affordances of chatbots cross the chasm between social and traditional enterprise systems (2020) · cites this paper as Lehrer et al. 2018

Cites

Flagged first, then by citations

Research works printed but not linked: 3

  1. Faulkner P., 2011, The social, the material, and the ontology of non-material technological objects
  2. Paré G., 2004, Communications of the Association for Information Systems, 13, 233
  3. Porter M.E., 2015, Harvard Business Review, 97

Cited by

Sorted by citations

Related

Authors
Lehrer, C., Wieneke, A., vom Brocke, J., Jung, R., & Seidel, S.
Affiliations
  • University of Bayreuth (DE)
  • University of St.Gallen (CH)
ORCID
Venue
Journal of Management Information Systems
Publisher
Informa UK Limited
Published
2018-04-03
Volume
35
Issue
2
Pages
424-460
ISSN
  • 0742-1222 (ISSN-L)
  • 1557-928X
DOI
10.1080/07421222.2018.1451953
OpenAlex
W2796850818
Semantic Scholar
0b1dc6b2ebf40ab6d032e92a55e6af3991306c6a
Cited by
404
References
70
Citations by year
2026: 28 · 2025: 59 · 2024: 73 · 2023: 48 · 2022: 65 · 2021: 59 · 2020: 48 · 2019: 23 · 2018: 1
FWCI
58.69
Type
journal article
Language
en
Open access
Locations
  • Journal of Management Information Systems (publishedVersion)
  • Alexandria (UniSG) (University of St.Gallen) (acceptedVersion)
  • Alexandria (UniSG) (University of St.Gallen) (submittedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
  • Social Sciences › Business, Management and Accounting › Management of Technology and Innovation › Digital Innovation in Industries
  • Social Sciences › Business, Management and Accounting › Management Information Systems › Big Data and Business Intelligence
Keywords
big data analytics, service innovation, affordances, material agency, service automation, service-dominant logic, behavior prediction, insurance, banking sector, telecommunications, e-commerce

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Claims read by deepseek-v4.1-flash under definition version 3 (extract-v3) on 2026-10-06.

Classified by jev-1.13-20260917 (gold-guideline-v0.2) on 2026-10-06.

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