ICServ 2020 Osaka(http://icserv2020.serviceology.org/)

Theorizing Digital Transformation of Services
and Related Changes in the Nature of Service Workat the Age of Intelligent Machines
Paper Development Workshop (PDW)
March 14, 2020Organizers
Spring H. Han, Kyoto University (han.hyunjeong.8r@kyoto-u.ac.jp)
Jungwoo Lee, Yonsei Univeristy (jlee@yonsei.ac.kr)
Tomoki Sekiguchi, Kyoto University(tomoki@econ.kyoto-u.ac.jp)
Kim Normann Andersen, Copenhagen Business School (kna.digi@cbs.dk)

BackgroundThe evolution of digital transformation has prompted enterprises to increasingly adopt
advanced technologies such as Cloud Computing, Big data Analytics, Social Media, MobileComputing, Internet of Things, and Artificial Intelligence. Information Communication
Technologies (ICTs) in this decade are different in their characteristics compared to the ones
we have developed for last decades. New ICTs are more integrative, immersive, and ubiquitous,
allowing different systems connected together seamlessly in real time.
People can access almost any information from any databases on their mobile and ubiquitousdevices in their hands. Information syntheses are now becoming more a norm than exceptions.
Online experiences are now preceding any offline service experiences. These newly emerging
ICTs are reconfiguring previous service scape and also influencing the way and nature of theservice work. Especially, the Artificial Intelligence technology along with Internet of Things
and Bigdata Analytics are expected to be critically influential in this coming 4th industrial
revolution, which includes “Industry 4.0”
In this PDW, we will be exploring the potential opportunities and challenges for theorizing thedigital transformation of services and accompanying changes in the nature of service work at
the age of intelligent machines.
We would like to jointly map currently emerging research issues for and of service innovations
and related workforce changes in service sectors. This map may include various theoretical andpractical aspects of services and work the researchers in human resources, organizational
behavior and technology need to pay attention to. Alternative theoretical lenses might beemerging at the end of this workshop in order to address these new phenomena. This PDW
may also addresses methodological challenges in investigating the future service innovations
and related reconfiguration of work supporting these service innovations.

PDW Introduction
The goal of this PDW is to bring together researchers in various areas of expertise to explore
opportunities and challenges for studying and theorizing service innovations and relatedchanges in the nature of work at the age of intelligent machines. Participants will be briefedwith introduction of the research in this area by the organizers, and then pre-registeredparticipants submitted their research abstract will clustered into roundtable groups in order topresent, discuss and debate on their research ideas with fellow researchers. Results ofroundtables will be compiled and shared by leaders of roundtables. It is required to submit one
page research abstract to attend PDW. Selected papers will be published in the special
issue of International Journal of Information Systems and Social Change.

Schedule
Jan. 6th

Issue Call for Abstracts (online upload and start circulation)

Jan. 31st

Deadline for Abstract Submission (by email)Feb. 5th

Acceptance Notice

March 14th (14:00 – 16:00)

PDW

PDW Structure (total 120 minutes, tentative, subject to change)
Time (minutes) Activity

Detail000-005 (05)

OpeningStart with a short introduction of the objective ofthe PDW by organizers

005-020 (15)Setting the Scene

Present (1) background of this PDW, (2) status ofsubmissions, (3) breakout formation forroundtables. The schedule and logistics will beexplained to the participants.

020-080 (60)Roundtables

A number of roundtable sessions will be
conducted with a group leader assigned to eachroundtable.

080-095 (15)Group Debrief

Leaders from each roundtable will debrief thewhole group095-115 (20)General Q&A

Invite contributions from the floor.

115-120 (05)

Wrapping Up

Summarize PDW and possible further steps