The research stream “Service Systems” at Wi1 focusses on exploring, designing, engineering and evaluating systemic service innovations. Our research focuses on stakeholder integration, co-creation and value appropriation in complex service systems. Typical questions we try to answer are:

  • What are the appropriate mechanisms to integrate stakeholders in service systems?
  • How can we manage and support productivity in complex service settings?
  • Which tools are needed to facilitate value co-creation in online and offline settings

With prototyping and design science research we, thus, esp. contribute to the development of the field of service systems engineering.

Special Research Paper on Digital Transformation and Service Management

albrecht fritzsche julia jonas kathrin möslein

Julia Jonas, Albrecht Fritzsche and Kathrin Möslein are co-authors of the new special research paper in the Journal of Service Management Research. The paper presents the views of leading international scholars on the digital transformation and service management. In their commentaries, the researchers from wi1 discuss the power to express new ideas with the conceptual repertoire of service science and the importance of open laboratories like JOSEPHS to foster innovation. Other authors are ...


Fritzsche and Zwack explore the role of peer-to-peer structures for insurance innovation

Insurance is a well-established form or risk-sharing among peers. The digital transformation, however, enables new ways of sharing which go beyond everything that the insurance industry has so far addressed. Albrecht Fritzsche and HHL’s Thomas Zwack study the state of the art of innovative peer-to-peer solutions in their recent work on online ...



During the introduction of new software, many companies are facing an underutilization, frustration of users, the miss of actually expected effects or do not reach the expected organizational change explained.


Workshop zur Erhebung von Anforderungen an digitale Tools im Projekt SmartDiF

Am 03.08.2017 kamen die Forschungs- und Praxispartner des vom BMBF geförderten Projekts SmartDiF - Smarte Dienstleistungsfabrik ( zu einem Anforderungsworkshop für Tools zur Prozessverbesserung zusammen. Nach einer kurzen Einführung in den betrachteten Prozess des Schmiermitteltauschs strukturierten die Teilnehmer die aktuellen Herausforderungen und Erfolgsfaktoren innerhalb des Prozesses. Anschließend wurden hieraus mögliche ...


Meilenstein im Projekt SmartDiF - Anschluss der Werkzeugmaschine 4.0 an die MindSphere

Am Freitag, den 28. Juli 2017, wurde im Rahmen des vom Bundesministerium für Bildung und Forschung geförderten Projekts SmartDiF ( Teile der „Werkzeugmaschine 4.0“, einem Innovationsprojekt der Schaeffler Technologies AG & Co. KG, an die digitale Plattform „MindSphere“ der Siemens AG angeschlossen. Seitdem sendet die Maschine kontinuierlich reale interne Daten aus der Produktion in das externe Ökosystem der MindSphere. Die Maschine ist ...



The Open Service Lab (OSL) tends to initiate and shape research in its focused areas service science and future of work. Located at the chair of Information Systems – Innovation & Value Creation at the Friedrich-Alexander-University Erlangen-Nuremberg (FAU) and in joint collaboration with the Service Factory of the Fraunhofer SCS in Nuremberg.

The aim of Open Service Lab is to bring experts and company partners in service science, pioneers in service innovation as well as interdisciplinary research partners together. As a platform for interaction between researchers and practitioners, the Open Service Lab seeks to establish a networking space for key players and to initiate research projects in the field of service and future of work.



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