The DOI matches its Crossref record; 58 of the 70 references it cites were found in a registry or an index, and 12 are not checked yet; none of the 23 sources its claims cite is checked for support yet.
How Big Data Analytics Enables Service Innovation: Materiality, Affordance, and the Individualization of Service
Open accessAbstract
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.
Checked 2026-10-06 · 12 references not checked yet
Overview
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.
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Claims the paper makes
39 Own interpretation · 33 Own result · 24 No basis given · 16 Not checked yet · 15 Own method
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“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:”
plaindirect- Asserted: passes — The authors put it forward as true.
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In the paper
“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).”
plaindirect- Asserted: passes — The authors put it forward as true.
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The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“These material features afforded automated trigger-based service actions on the customer’s behalf.”
plaindirect- Asserted: passes — The authors put it forward as true.
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The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“Thus, the material features of BDA in response to new strategic action goals afforded automation and new human-material service practices.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“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.”
plaindirect- Asserted: passes — The authors put it forward as true.
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In the paper
“Second, organizations identify new ways for IT-enabled service processes where human service actors interact with BDA technologies (i.e., human-material service practices) to engage in trigger-based interactions and preference-based interactions with customers.”
plaindirect- Asserted: passes — The authors put it forward as true.
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A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The material features of BDA, particularly web and social media analytics, as well as predictive analytics, facilitated the recognition and prediction of major lifetime events (e.g., marriage, property purchase, starting a family) that indicated changed insurance needs.”
plaindirect- Asserted: passes — The authors put it forward as true.
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In the paper
“First, organizations use key material features of BDA technologies to automate service processes in order to provide (a) trigger-based service actions and (b) preference-based service actions to customers.”
plaindirect- Asserted: passes — The authors put it forward as true.
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A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Visualization applications (i.e., dashboards) provided insights for the advisers and service employees, allowing them to cater to their customers’ individual preferences when they interacted with them”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“BDA technologies afford human service actors new ways of interacting with customers, leading to human-material customer-sensitive service practices that are consistent with new action goals related to service individualization”
plaindirect- Asserted: passes — The authors put it forward as true.
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In the paper
“the detection of a certain user behavior on the e-banking portal based on clickstream data, combined with insights from historical customer data, automatically resulted in the display of an appropriate message that addressed the customer’s anticipated needs”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“In contrast to the other three companies, we did not find evidence of new human-material service practices.”
plainSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“The material features of BDA allowed for the recognition and anticipation of customer behavior by applying statistical models (e.g., predictive analytics) to the past interactions, usage, and purchase behavior that were compiled in individual customer profiles.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“the newly available material features of BDA, particularly web analytics, allowed for the real-time recognition of business-related events on digital channels”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“This approach changed how the firm served its customers by facilitating its ability to provide proactive service (either automatically or via human interaction) tailored to the individual customer’s needs.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“Organizations see BDA technologies as malleable technologies that afford automation of customer-sensitive service provision, consistent with new action goals related to individualized service”
plain- Asserted: passes — The authors put it forward as true.
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The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“personal bank advisers and service employees were afforded new individualized ways of interacting with customers considering their customers’ preferences”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“BDA technologies enabled the agents to optimize their service practices by providing them with the contextual information they needed to engage with their customers in a way that was sensitive to their customers’ preferences.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“In contrast to Case A and Case B, we found no evidence of automation.”
plainSingle case- Asserted: passes — The authors put it forward as true.
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A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The customer profile informed employees about a customer’s prior interactions with the bank, allowing for a seamless customer journey such that, if the customer initiated a process in one channel (e.g., on the e-banking portal), it could be taken up by another channel”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“recommendations for the next best actions (e.g., the most suitable offer, problem solution, or interaction channel) were derived and provided to the frontline employees through a uniform visualization application”
plainSingle case- Asserted: passes — The authors put it forward as true.
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A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“BDA technologies provided affordances to employees for engaging in new service practices, particularly preference-based support.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“the employees’ skill sets, experiences, and customer contact strategies interacted with the material features of BDA to create new practices”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Previously, insurance agents had no (or only limited) access to information about customers’ lifetime events (e.g., through their personal social networks), so service provision was primarily reactive to customers’ requests:”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“First, BDA allowed for service automation, taking action on the customer’s behalf based on triggers (material agency).”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“BDA enabled the firm to interact with customers in an automated manner beyond the transaction on the website, based on events.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“Employees were also given concrete recommendations for action based on the customer’s preferences.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“Second, BDA technologies afford human service actors to serve the customer based on lifetime events and adapting the customer contact strategy accordingly (human and material agencies).”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Both types of innovation are enabled by the material features of BDA technologies in terms of sourcing, storage, event recognition and prediction, behavior recognition and prediction, rule-based actions, and visualization.”
plaindirectn = 4- Asserted: passes — The authors put it forward as true.
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In the paper
“As our analysis of four cases from different industries suggests, these innovative affordances occur across contexts.”
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- Rests on an assumption: The four case organizations are representative enough that innovative affordances observed in them can be generalized across contexts and industries.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Two types of human-material service practices emerged as salient from our analysis: trigger-based customer service interaction and preference-sensitive customer service interaction.”
plain- Asserted: passes — The authors put it forward as true.
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In the paper
“the firm used location-aware analysis of sensor data from smartphones to provide context-aware content through its mobile apps”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“We identified two key types of service innovation afforded by BDA technologies: automation of customer-sensitive service provision and new human-material customer-sensitive service practices.”
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In the paper
“Predictive analytics facilitated the combination of historical behavioral patterns and current navigation behavior in order to predict the probability that the customer would buy certain products.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“rule-based recommender systems automatically created targeted product- and service-related suggestions that had a high probability of meeting customer needs”
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In the paper
“The flexible nature of BDA technologies and their reprogrammability afford both service automation and human-material customer-sensitive service practices.”
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In the paper
“BDA enabled the firm to adjust user interfaces automatically in terms of the types and order of the travel options presented, their visual appearance, and recommendations for complementary products and services.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“Second, BDA technologies provided employees opportunities for engaging in new service practices in terms of highly individualized and consistent customer support.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“First, BDA technologies allowed it to automate the customization of content that was provided through digital channels.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“Two types of service automation emerged as salient from our analysis: automated trigger-based service action and automated preference-sensitive service action.”
plain- Asserted: passes — The authors put it forward as true.
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In the paper
“Our analysis shows that BDA technologies are an example of such malleable, flexible digital technologies”
plain- Asserted: passes — The authors put it forward as true.
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In the paper
“This approach allowed the firm to display related products (e.g., offering museum packages to a customer with a history of traveling to cultural sites) when the customer processed a transaction.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
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In the paper
“Our research identifies material features of BDA technologies in terms of sourcing, storage, event recognition and prediction, behavior recognition and prediction, rule-based actions, and visualization”
What the sources say
- Not checked yetcites Citation44
plain- Asserted: passes — The authors put it forward as true.
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In the paper
“our study identifies important context factors in terms of organizational goals that are associated with an S-D logic”
plaincorrelational- Asserted: passes — The authors put it forward as true.
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In the paper
“We also highlight how this materiality translates into both automation and the provision of human-material service practices”
plaindirect- Asserted: passes — The authors put it forward as true.
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In the paper
“Notably, IT-enabled service innovations are grounded in the flexible, reprogrammable nature of digital technologies [Citation58].”
What the sources say
- Not checked yetcites Citation58
plaindirect- Asserted: passes — The authors put it forward as true.
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A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The automation of customer-related processes enabled the company to provide an entirely new kind of service—damage prevention and support.”
plaindirect- Asserted: passes — The authors put it forward as true.
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In the paper
“In both cases, service innovation is based on the generativity and reprogrammability of BDA technologies as digital technologies [Citation58].”
What the sources say
- Not checked yetcites Citation58
plaindirect- Asserted: passes — The authors put it forward as true.
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A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plaindirectn = 4- Asserted: passes — The authors put it forward as true.
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A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“When enacted, they lead to service individualization.”
plaindirectn = 4- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Providing an individualized customer experience enhanced convenience by helping customers find appropriate offers much faster:”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
In the paper
“This explanation is consistent with the view that the identification and enactment of technology affordances is shaped by the institutional context and associated logics on which an organization draws [Citation19, Citation41].”
What the sources say
- Not checked yetcites [Citation19, Citation41]
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Our study suggests that reprogrammable digital technologies allow for innovations that are shaped by material agency and the interpenetration of human agency and material agency.”
hedgeddirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Thus, trigger-based customer service interaction can lead to preference-sensitive customer service interactions”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Organizations follow a twofold strategy based on service automation and the implementation of new, improved human-material practices that are afforded by the material features of BDA technologies.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“As a result, they were able to cater to the customer’s individual preferences while engaging with that customer:”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Our model explains how BDA technologies enable service innovation as organizations interpret them in light of new action goals that are related primarily to individualizing service.”
plaindirectn = 4- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Our study suggests the complicity of automation and human-material practices in service innovation.”
hedgedcorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Company D could interact with customers in a personalized manner, even long after the customers booked their travel, by offering additional service on-site, thereby extending service provision from the online to the offline world.”
hedgeddirectSingle case- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“service based on BDA is often provided through automated systems that facilitate immediate action.”
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
In the paper
“This study presents a theoretical model of BDA-enabled service innovation that extends prior work on IT-enabled service innovation [Citation1, Citation24, Citation34] by explaining how service automation and human-material service practices yield service individualization, grounded in the material features of BDA technologies”
What the sources say
- Not checked yetcites [Citation1, Citation24, Citation34]
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“In the case of human-material service practices, BDA technologies provide only necessary conditions, as the observable practice results from the interpenetration of human and material agencies in practice.”
plainconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The material features of BDA technologies facilitate firms’ ability to gather and analyze the broad variety of data sources related to customers’ everyday activities so firms can increase their awareness of their customers’ behaviors, interests, and current situations.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Instead of mass customization, BDA enables firms to tailor service cost-effectively to a “segment of one” by using knowledge gained from analyzing the customer’s behavioral patterns.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“BDA facilitates proactive service provision that is based on insights into the customer and the customer’s context.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
- Rests on an assumption: Service provision has typically been reactive in nature, requiring customers to approach the firm with a service request.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Enabled by insights gained into the customer both inside and outside the business relationship, service can be highly individualized and tailored to customers’ needs.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Thus, trigger-based action can lead to preference-sensitive action”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
In the paper
“Our research lends support to the argument that BDA holds potential for service innovation [Citation58]”
What the sources say
- Not checked yetcites Citation58
hedgedconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Together, these two types of service innovation allow organizations to revamp their value propositions.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“as our case organizations had a number of common characteristics with regard to ownership, business model, relevance of BDA to service innovation, and cultural proximity, our results may not be generalizable beyond this context”
hedged- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
- It may state two separate claims as one. 39
- The quote only partly states this claim. 1
- Probably not a substantial claim. 25
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“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:”
hedgeddirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Web and mobile analytics provided insights into users’ online activities enabling the company to better understand their browsing and purchasing patterns.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“The analyses resulted in concise, clear, and timely metrics on, for example, calling patterns, data consumption, and customer satisfaction.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
The quote only partly states this claim.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“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.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“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.”
plaincorrelationalSingle case- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“we found that BDA allowed firms to generate customer insights and heightened awareness about customers’ needs and preferences.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“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”
plainSingle case- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“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.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“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.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“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.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
None of the sources cited for this claim have been checked yet.
In the paper
“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”
What the sources say
- Not checked yetcites Citation3
- Not checked yetcites Citation20
- Not checked yetcites Citation58
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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).”
plainn = 4- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plaindirectn = 4- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plainn = 4- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plaindirectn = 4- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“Aside from these commonalities, we sought to obtain a sample of firms that are diverse in terms of industry, size, and BDA maturity.”
plainn = 4- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“First, in order to ensure credibility, we triangulated across sources, methods, and researchers, and we debriefed with peers and participants.”
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“To limit cultural differences, we sampled cases from Austria, Germany, and Switzerland, countries that have significant cultural commonalities.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
None of the sources cited for this claim have been checked yet.
In the paper
“The data analysis process broadly followed the recommendations of Eisenhardt [Citation9], Paré [Citation35], and Yin [Citation56] for within- and cross-case analyses.”
What the sources say
- Not checked yetcites Citation9
- Not checked yetcites Citation35
- Not checked yetcites Citation56
hedged- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
In the paper
“In conducting our multiple case studies, we followed established guidelines for case study research (e.g., [Citation9]).”
What the sources say
- Not checked yetcites Citation9
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
In the paper
“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].”
What the sources say
- Not checked yetcites Citation35
plaindirectn = 4- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“We applied literal replication logic to purposefully select case organizations that we expected to yield similar results [Citation35].”
What the sources say
- Not checked yetcites Citation35
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plaindirectn = 4- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“We compared the coders’ results, discussed differences and commonalities, and merged the results.”
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
In the paper
“Affordances are both dispositional (i.e., associated with the technology) and relational (i.e., in relation to a specific use context) [Citation12].”
What the sources say
- Not checked yetcites [Citation12]
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Based on the customer’s inferred preference, a firm can automatically tailor the channel used to deliver service or the user interfaces.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Company B was enabled to provide highly individualized customer support and a consistent customer journey along all touchpoints.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
In the paper
“As the use context changes, new, innovative applications of digital technologies emerge [Citation41].”
What the sources say
- Not checked yetcites [Citation41]
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: unclear — It is unclear why the paper says it holds.
It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“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.”
What the sources say
- Not checked yetcites [Citation20, Citation58]
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plaindirectn = 4- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: The material features identified at an abstract level are comparable across the different technological platforms used by the case organizations.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
hedgedconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“BDA increases the speed of service provision—even real-time service provision.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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.”
plaindirectn = 4- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- 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.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Company D was afforded the ability to consider their customers’ individual needs instead of treating all customers the same, thereby enhancing convenience.”
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“although our firms have strong technological capabilities, there may be other firms, especially in the tech industry, that are pioneers in applying BDA”
hedged- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: fails — The paper may give no reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. The paper may give no reason why it holds.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“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”
hedged- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The argument is that malleable digital technologies are (1) (re-)interpreted in light of changing action goals”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: fails — The paper may give no reason why it holds.
Probably not a substantial claim. The paper may give no reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“that this (re-)interpretation leads to certain development and implementation activities that enable new functional relationships among the material features of digital technology”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: fails — The paper may give no reason why it holds.
Probably not a substantial claim. The paper may give no reason why it holds.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“qualitative research relies on the researchers’ interpretation in coding and analyzing the data”
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: fails — The paper may give no reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. The paper may give no reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“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”
plain- Asserted: passes — The authors put it forward as true.
- Checkable: fails — It may be too vague to check against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may be too vague to check against evidence.
None of the sources cited for this claim have been checked yet.
In the paper
“In this view, affordances are at the organizational level (e.g., [Citation42, Citation47, Citation59]).”
What the sources say
- Not checked yetcites Citation42
- Not checked yetcites Citation47
- Not checked yetcites Citation59
hedged- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Our study highlights how BDA technologies enable service innovations and, thus, contribute to creating new value propositions.”
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
None of the sources cited for this claim have been checked yet.
In the paper
“Information technologies are used in strikingly similar ways across organizations, which is also the case for BDA-enabled service innovation.”
What the sources say
- Not checked yetcites Citation13
- Not checked yetcites Citation41
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
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”
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?
In the citing paper
“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
Citations
Cites
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Case Study Research: Design and Methods
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Qualitative Data Analysis: A Methods Sourcebook
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Building Theories from Case Study Research
Eisenhardt, K. M. (1989) · The Academy of Management Review · doi:10.2307/258557 · Cited by 17,455
Qualitative Data Analysis: A Sourcebook of New Methods
Lotto, L. S., Miles, M. B., & Huberman, A. M. (1986) · Educational Evaluation and Policy Analysis · doi:10.3102/01623737008003329 · Cited by 10,357
Business intelligence and analytics: from big data to big impact
Chen, H., Chiang, R. H. L., & Storey, V. C. (2012) · MIS Quarterly · doi:10.2307/41703503 · Cited by 6,250
The Practice Turn in Contemporary Theory
Turner, S. (2005) · Routledge eBooks · doi:10.4324/9780203977453 · Cited by 3,961
Big Data : The Management Revolution
マカフィー, ア., ブリニョルフソン, エ., & 有賀, 裕. (2013) · Harvard business review · Cited by 3,545
Research works printed but not linked: 3
- Faulkner P., 2011, The social, the material, and the ontology of non-material technological objects
- Paré G., 2004, Communications of the Association for Information Systems, 13, 233
- Porter M.E., 2015, Harvard Business Review, 97
Cited by
Sorted by citations
Mikalef, P., Boura, M., Lekakos, G., & Krogstie, J. (2019) · British Journal of Management · doi:10.1111/1467-8551.12343 · Cited by 835
Awan, U., Shamim, S., Khan, Z., Zia, N. U., Shariq, S. M., & Khan, M. N. (2021) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2021.120766 · Cited by 571
Assessing the impact of big data on firm innovation performance: Big data is not always better data
Ghasemaghaei, M., & Calic, G. (2019) · Journal of Business Research · doi:10.1016/j.jbusres.2019.09.062 · Cited by 591
Big data analytics adoption: Determinants and performances among small to medium-sized enterprises
Maroufkhani, P., Tseng, M., Iranmanesh, M., Ismail, W. K. W., & Khalid, H. B. (2020) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2020.102190 · Cited by 491
Mikalef, P., & Krogstie, J. (2020) · European Journal of Information Systems · doi:10.1080/0960085x.2020.1740618 · Cited by 331
Metadata
- Authors
- Lehrer, C., Wieneke, A., vom Brocke, J., Jung, R., & Seidel, S.
- Affiliations
- University of Bayreuth (DE)
- University of St.Gallen (CH)
- 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
- 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
- bronze
- doi.org
- 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.
A language model drew the claims from the paper on 2026-10-06, under version 3 of the claim definition (model deepseek-v4.1-flash, prompt extract-v3).
A second model labelled each claim on 2026-10-06 (model jev-1.13-20260917, definition revision gold-guideline-v0.2).
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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