The Impact of Datafication on Service Systems

The digital economy is often regarded as providing potential for new business models and services. While much has been written about digitization, the area of datafication within the context of service systems is much less explored. This paper attempts to highlight the implications of datafication on different types of service systems. Applying the characterization of the four types of customer inputs as defined by Lovelock and Gummeson and real world examples, we develop a framework based on the work of Frei to analyse the potential impact of datafication on their service delivery systems. The paper also identifies future research possibilities as a result of datafication.