The guest editors Florian von Wangenheim, Georg von Krogh, Marcia Nißen, and Patrick Tinguely (Department of Management, Technology, and Economics at ETH Zurich) invite you to submit your research to the California Management Review special issue on “Technology-Enabled Service Innovation for Tomorrow’s Society“.

Organizations are increasingly adopting digital technologies, such as Artificial Intelligence (AI), Machine Learning (ML), or Big Data Analytics, in the creation of novel services. At the same time, the world is facing grand societal challenges, such as demographic shifts, climate change, social, economic, and political insecurity, and inequality, which take a heavy toll on societies’ health, inclusion, and freedom. Inevitably, service innovation is poised to leverage the potential of digital technologies to offer customized, adaptive, real-time, and mobile services while addressing the most pressing societal challenges of tomorrow. This special issue seeks to address two broad themes:

  • How do digital technologies drive service innovation that meets customers’ changing needs and addresses societal challenges?
  • How do organizations innovate services with digital technologies while protecting the freedom, security, and fairness of individuals?

The aim of the Special Issue “Technology-​Enabled Service Innovation for Tomorrow’s Society” is (1) to advance scholarly understanding and practice of innovating technology-enabled services that address pressing societal challenges and (2) to highlight and draw lessons from specific types of innovative services. The guest editors encourage submissions that deal with technology-enabled service innovation that improves the customer experience in knowledge-intensive industries such as healthcare-​, education-​, technology-​, or the professional services industry.

The call is open to any type of paper (conceptual as well as empirical work that features quantitative or qualitative methods). The guest editors seek papers that address a range of questions such as, but not limited to:

  • Understanding how digital technologies shape service innovation – societal perspective.
  • Managing technology-enabled service innovation – organizational perspective.

The initial full papers must be submitted no later than September 1st, 2022 to the attention of Marcia Nißen at service-​

– Read the complete call for papers and the submission process