Toward Continuous Digital Service Innovation in Organizations : Benefits and Challenges from People Perspective

Abstract

In today’s rapidly evolving technological landscape, organizations are increasingly engaged in continuous digital service innovation, fundamentally changing how they organize work in these sociotechnical environments. In this research-in-progress, we seek to understand the people perspective on this phenomenon, which has received limited attention to date. We present preliminary findings from semi structured interviews with 35 informants from four organizations, shedding light on how the continuous nature of digital service innovation in today’s organizations impacts employees across various organizational roles. Understanding this impact is critical not only to fostering instrumental outcomes, such as productive and engaging work environments but also to supporting important humanistic outcomes, such as employee well-being and satisfaction in these dynamic and ever-evolving contexts. By illuminating the people-centric implications of continuous digital service innovation, we contribute to the important discourse on the future of work in the digital age.