Publication Type
Journal Article
Version
publishedVersion
Publication Date
1-2026
Abstract
Digital services represent a business approach employed by organizations to operate in the digital environment. However, systematic development guidelines for developing quality digital service systems are lacking in the literature. The authors identified four general challenges for developing and implementing customer-engaging digital service systems (CEDSS). By employing the method of canonical action research in a digital service system project, they derived 10 design principles for developing high-quality CEDSS. They empirically evaluated the design principles in the development project and through follow-up focus group sessions. The design principles provide applicable and actionable guidelines for the development of CEDSS.
Keywords
Design Principles, Digital service, Action Research, Customer-Engaging Digital Service Systems
Discipline
Databases and Information Systems | Management Information Systems
Publication
Journal of Global Information Management
Volume
34
Issue
1
First Page
1
Last Page
39
ISSN
1062-7375
Identifier
10.4018/JGIM.399497
Publisher
IGI Global
Citation
SIAU, Keng Leng; CHEN, Xiaofeng; and TAN, Xin.
Design principles for customer-engaging digital service systems: An action research study. (2026). Journal of Global Information Management. 34, (1), 1-39.
Available at: https://ink.library.smu.edu.sg/sis_research/11032
Copyright Owner and License
Authors-CC-BY
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-No Derivative Works 4.0 International License.
Additional URL
https://doi.org/10.4018/JGIM.399497