Abstract

Turning IT -investments into organizational benefits is one of the key research objectives for infor-mation systems. There is a significant body of knowledge dealing with research on system develop-ment and management approaches. However, by leveraging crowd mechanisms, we believe that from a service systems perspective, after the rollout (also called shakedown phase) organizations still re-quire active involvement by end-users in order to create IT-impacts and ultimately enhance organiza-tional performance. We follow a design science research approach and suggest integrating user-generated services into an existing service system. Our artifact will hence consist of design require-ments and design principles, which we will validate in our future work through two hermeneutic cir-cles, in which users are given the means to identify existing problems and create their own fitting solu-tions. The focus of this research-in-progress paper lies on identifying design requirements that ad-dress the challenge of motivating users to create and use user-generated services. Our first step of developing design requirements and preliminary results are based on a brief literature review to iden-tify existing motivational factors and incentives from the software implementation literature, which is the basis for our design requirement for user-generated services. Our theoretical contribution lies both in showing the potential of user-generated services for the shake-down phase for techno change projects and providing a first tentative motivational design requirement for a service system that ena-bles user-generated service in the context of the shakedown phase.

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