Service Systems as Digital Products

In this research, the authors study service systems and assess one emerging service innovation model: services as digital products. The focused area of application is to make the remote healthcare platform developed at National Taiwan University Hospital (the U-Health Service System) a comprehensive and effective “Service System as a Digital product”—made possible by new technology but in need of service designs and innovations. In addition to studying service delivery and innovation for the U-Health Service System, our research aims to stimulate attention toward the promising research opportunities for information systems scholars in several domains: (1) the development of service systems as digital products, (2) the development of service value models based on service processes, service delivery, service metrics and service outcomes, (3) the development of service metrics and the fit between service models, perceived value, and service metrics, and (4) the management of service systems and how to make them sustainable operationally and economically.