Information Needs in Service Systems – A Framework for Integrating Service and Manufacturing Business Processes

Abstract
Customer solutions comprise services and physical
goods as integrated value propositions. Understanding
the customers’ point of view on value creation and
integrating customers as co-creators of value into
service processes are important research fields in
Service Science Management and Engineering. At the
same time, a lack of investigation of the providers’
points of view on offering and fulfilling integrated
value propositions can be ascertained. To compensate
for this deficit, our paper investigates four different
integrated value propositions in the B2B-market to
study how an integration of service and manufacturing
processes can be accomplished by sharing information
in service systems. Based on in-depth business process
analyses, information needs arising from the
integration of service processes and manufacturing
processes are identified and systematized in a
conceptual framework. From a service research point
of view, this framework provides a fundament to build
on in consecutive qualitative and empirical
investigations as well as for designing IT artifacts.

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