Analyzing Information Flows in Service Networks

Abstract

Value chains increasingly rely on the bundling of physical products and services from different providers in networks. More and more, information flows which are needed for communication and coordination cross inter-organizational boundaries. This is especially true for immaterial services and of utmost importance for service management, since the provision of an undisturbed information flow affects the performance of the whole network. In this paper we develop a method for the analysis and design of information flows. Building on the Design Science Research Framework, as a first step in our Design Science project, we show how information flows can be analyzed and measured. The proposed method combines conceptual modeling with concepts from Contingency Theory and Management Cybernetics.

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