Type of Publication: Article in Journal

Configuration in smart service systems: A practice-based inquiry

Author(s):

Wessel, Lauri; Davidson, Elizabeth; Barquet, Ana Paula; Rothe, Hannes; Peters, Oliver; Megges, Herlind

Title of Journal:

Information Systems Journal

Volume (Publication Date):

29 (2019)

pages:

1256-1292

Keywords:

assistive technologies;configuration;dementia;practice theory;smart objects;smart service systems

Digital Object Identifier (DOI):

doi:10.1111/isj.12268

Citation:

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Abstract

In this paper, we develop a new perspective on configuration processes inherent to smart service systems that brings human actors to the theoretical foreground, is informed by practice theory, and is grounded in an intervention study of smart locating systems used in home care of persons with dementia. Maintaining control of the location of persons with dementia is a major source of caregiver burden, and assistive technologies such as smart locating systems hold the promise of enhancing quality of life and reducing caregiver burden. Drawing from research on smart service systems, organizational configuration research, and practice theory, we articulate a conceptual model of configuring in practice to explain how practice elements and the capabilities of smart technologies become mutually configured. Our analysis of study participants’ experiences with the locating systems identified three distinctive configurations, characterized as enhanced smartness, degraded smartness, and fragile smartness, which developed through configuring processes. The configuring in practice model we develop here helps explain why unexpected and anticipated configurations develop and thus the conditions that facilitate or inhibit value cocreation in smart service systems.