PACIS 2022 Proceedings

Paper Number



What many personal services lack today is an appreciation of where they stand in terms of their own digitalization level. Maturity Models are strategic tools that help firms to assess their current digitalization stage and to manage and direct digitalization initiatives in a systematic manner. Until today, personal services are services being designed primarily on the basis of pure analog processes, front-desk and face-to-face activities. Yet, guidance regarding the path for these companies to achieve the transition from analog to digital is lacking. We address this gap by proposing a maturity model based on the Design Science Research paradigm. The maturity model provides specific direction for personal services to achieve the transition from analog to digital, therefore enabling them to develop a digital business ecosystem. The design of the model is grounded in extant literature, semi-structured interviews, focus groups, and a pre-evaluation test involving two personal service firms.


Paper Number 1764



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