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Design Principles for Customer-Engaging Digital Service Systems

Keng Leng Siau et al.

Journal of Global Information Management2026https://doi.org/10.4018/jgim.399497article
AJG 2ABDC A
Weight
0.50

Abstract

Digital services represent a business approach employed by organizations to operate in the digital environment. However, systematic development guidelines for developing quality digital service systems are lacking in the literature. The authors identified four general challenges for developing and implementing customer-engaging digital service systems (CEDSS). By employing the method of canonical action research in a digital service system project, they derived 10 design principles for developing high-quality CEDSS. They empirically evaluated the design principles in the development project and through follow-up focus group sessions. The design principles provide applicable and actionable guidelines for the development of CEDSS.

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https://doi.org/https://doi.org/10.4018/jgim.399497

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@article{keng2026,
  title        = {{Design Principles for Customer-Engaging Digital Service Systems}},
  author       = {Keng Leng Siau et al.},
  journal      = {Journal of Global Information Management},
  year         = {2026},
  doi          = {https://doi.org/https://doi.org/10.4018/jgim.399497},
}

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Design Principles for Customer-Engaging Digital Service Systems

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Evidence weight

0.50

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.50 × 0.4 = 0.20
M · momentum0.50 × 0.15 = 0.07
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

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