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## Meet the editors

Dr. Kyeong Kang is a distinguished academic luminary based in Australia, holding a Ph.D. in Computing Sciences from the University of Technology, Sydney (UTS), Australia. Specializing in the intricate field of social-technical studies, she showcases a profound understanding of the cultural intricacies woven into information systems. Serving as a devoted faculty member at UTS, Dr. Kang mentors Ph.D. candidates, guiding them through

the nuances of their research odysseys. Her academic advisor role at UTS has shaped the university's research trajectory. With a passion for bridging academia and industry, Dr. Kang leads various research endeavors tailored to real-world challenges. Her scholarly pursuits encompass a vast range, from digital service innovation and system design to the rich tapestry of socio-cultural dynamics in system co-creation. Her relentless commitment to advancing knowledge and innovation cements her reputation as a leading voice in the international academic community.

Dr. Fatuma Namisango is Lecturer of Information Technology in the School of Information Technology, College of STEM, Murdoch University, Australia. She has a Ph.D. in Information Systems from the University of Technology Sydney (UTS), Australia. She teaches business analysis and system development approaches, managing information in organizations, and managing IT projects. Her research focuses on cross-cultural issues

in information systems, human factors in computing, social information systems, technology affordances and constraints, socio-materiality and new ways of working and living, human information behaviors, and sustainability in IS education. Dr. Namisangohas has published her work in the *International Journal of Information Management*, *Computers in Human Behavior*, *Information Systems Frontiers*, and *Journal of Service Theory and Practice*.

### Contents



Preface

In the transformative landscape of digital innovation, the intersection of technology and service has never been more critical. *E-Service Digital Innovation* is a seminal text meticulously crafted to cater to the intricate needs of academics, researchers, and practitioners navigating digital services' evolving realms. This book offers a profound and holistic understanding, examining the multifaceted dimensions of digital innovation through a scholarly lens while providing pragmatic insights for real-world application.

At the onset, we delve into the intricacies of user motivation, dissecting the complex tapestry of psychological drivers and behavioral patterns that underpin user engagement with digital services. This foundational understanding is paramount for academics and researchers aiming to unravel the nuances of user interaction and devise strategies that resonate with the end users' intrinsic and extrinsic motivations.

In social settings and value co-creation, this book critically examines the symbiotic relationship between digital services and societal structures. We explore how digital innovations act as catalysts for social change while being shaped by the fabric of society they seek to transform. The discourse extends to unravel how value is co-created in digital ecosystems, fostering a collaborative environment where organizations and

The transformative journey of banking through digital means is presented with a comprehensive analysis, showcasing the radical shifts in financial services and the strategic imperatives for institutions in the digital age. This sets a robust foundation for the subsequent exploration of digital business models, where we dissect the varied

As we venture into the future with Industry 5.0, this book positions itself at the forefront of academic discourse, exploring the confluence of smart technologies, human ingenuity, and innovative practices redefining the manufacturing and production

Artificial Intelligence (AI) and blockchain are presented not merely as technological phenomena but as transformative agents rewriting business and societal engagement rules. The chapters dedicated to these domains provide a balanced, critical, and ethically grounded exploration, ensuring that readers are equipped with a comprehensive understanding of the opportunities, challenges, and responsibilities that accompany

The resilience of organizations in the face of volatility and uncertainty is addressed in the chapter on business continuity, providing a repository of strategies, best practices, and scholarly discourse to navigate tumultuous times. In juxtaposition, exploring digital adoption in rural settings provides a nuanced and context-rich understanding

users collectively contribute to the enrichment of digital services.

strategies employed by organizations to navigate the digital economy.

of these regions' unique challenges and opportunities.

landscape.

these technologies.
