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Design Principles for Customer-Engaging Digital Service Systems: An Action Research Study
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Author(s): Keng Leng Siau (Singapore Management University, Singapore), Xiaofeng Chen (Western Washington University, USA)and Xin Tan (Fairleigh Dickinson University, USA)
Copyright: 2026
Volume: 34
Issue: 1
Pages: 39
Source title:
Journal of Global Information Management (JGIM)
Editor(s)-in-Chief: Zuopeng (Justin) Zhang (University of North Florida, USA)
DOI: 10.4018/JGIM.399497
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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.
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