While customer data has been collected in enterprise systems since decades, the emerging consumer technologies create new sources of data. Although the need to co-create services with customers has been recognized, a systematic approach of how to include this sensitive source of innovation in the service innovation process is still lacking. This research explores the potential of data governance practices for data-driven service innovation. Data principles for the governance of customer data are collected and assessed by practioners in order to provide conceptual support for organizations and to facilitate the service innovation process. The results of this research integrate data principles of different research streams and offer a framework of data principles that can be applied in the design and management of data-driven services.

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Track 8: Service Innovation, Engineering & Management