Publications

Retained Organizations in IT Outsourcing: Linking Organization Design to Outsourcing Management Problems
Goldberg, M.; Kieninger, A.; Satzger, G.; Fromm, H.
2017. Business & information systems engineering, 59 (2), 111–124. doi:10.1007/s12599-016-0449-x

Service Research
Cardoso, J.; Schmitz, B.; Kieninger, A.
2015. Fundamentals of Service Systems. Ed.: J. Cardoso, 325–357, Springer. doi:10.1007/978-3-319-23195-2_10

Cost-Optimal Service Selection Based on Incident Patterns - A Service Level Engineering Approach. PhD dissertation
Kieninger, A. C.
2015. Karlsruher Institut für Technologie (KIT). doi:10.5445/IR/1000060870

A Capability Framework for IT Service Integration and Management in Multi-Sourcing
Goldberg, M.; Satzger, G.; Kieninger, A.
2015. 23rd European Conference on Information Systems (ECIS), Münster, Germany, 26-29 May 2015, 1–16, AIS eLibrary (AISeL)

Towards a Framework of Influence Factors for Value Co-creation in Service Systems
Hottum, P.; Kieninger, A.; Brinkhoff, P.
2015. Exploring Services Science : 6th International Conference on Exploring Services Science, IESS, Porto, Portugal, February 4 - 6, 2015. Ed.: H. Nóvoa, 1–11, Springer-Verlag. doi:10.1007/978-3-319-14980-6_1

Towards the Consideration of Performance Risks for the Design of Service Offers
Schmitz, B.; Kieninger, A.; Satzger, G.; Fromm, H.
2014. Exploring Services Science - 5th International Conference (IESS’14), Geneva, Schweiz, February 5-7, 2014. Ed.: M. Snene, 108–123, Springer-Verlag. doi:10.1007/978-3-319-04810-9_9

Transition and Delivery Challenges of Retained Organizations in IT Outsourcing
Goldberg, M.; Kieninger, A.; Satzger, G.; Fromm, H.
2014. Exploring Services Science - 5th International Conference (IESS’14), Geneva, Schweiz, February 5-7, 2014. Ed.: M. Snene, 56–71, Springer-Verlag. doi:10.1007/978-3-319-04810-9_5

Organizational Models for the Multi-sourcing Service Integration and Management Function
Goldberg, M.; Kieninger, A.; Fromm, H.
2014. IEEE 16th Conference on Business Informatics (CBI’14), Geneva, Schweiz, July 14-17, 2014, 101–107, Institute of Electrical and Electronics Engineers (IEEE). doi:10.1109/CBI.2014.43

Leveraging Service Incident Analytics to Determine Cost-Optimal Service Offers
Kieninger, A.; Straeten, D.; Kimbrough, S.; Schmitz, B.; Satzger, G.
2013. Proceedings of the 11th International Conference on Wirtschaftsinformatik (WI2013), Volume 2, Leipzig, Germany, 27th February - 1st March 2013. Ed.: R. Alt, 1015–1029, Universität Leipzig

Simulation-based Quantification of Business Impacts Caused by Service Incidents
Kieninger, A.; Berghoff, F.; Fromm, H.; Satzger, G.
2013. Exploring Services Science : 4th International Conference, IESS 2013, Porto, Portugal, February 7-8, 2013. Proceedings. Ed.: J. F. e Cunha ..., 170–185, Springer-Verlag. doi:10.1007/978-3-642-36356-6_13

Challenges of Retained Organizations in IT Outsourcing - An Explorative Study
Goldberg, M.; Kieninger, A.; Fromm, H.
2013. 22nd Annual Frontiers in Service Conference, Taipeh, Taiwan, July 4-7 2013

Incorporating Business Impact into Service Offers - A Procedure to Select Cost-Optimal Service Contracts
Kieninger, A.; Schmitz, B.; Straeten, D.; Satzger, G.
2013. 18th Americas Conference on Information Systems, AMCIS 2012, Seattle, Washington, USA, 9 - 12 August 2012. Ed.: Association for Information Systems, Curran

Business Cost Budgets - A Methodology to Incorporate Business Impact into Service Level Agreements
Kieninger, A.; Satzger, G.; Straeten, D.; Schmitz, B.; Balthadzhiev, D.
2012. International journal of service science, management, engineering, and technology, 3 (3), 49–64. doi:10.4018/jssmet.2012070104

Service Level Engineering - Towards the quantification of services’ value and impact on business
Kieninger, A.; Saleh, S.
2011. 20th Annual Frontiers in Service Conference, June 30 - July 3, 2011, Columbus/Ohio, USA

Towards Service Level Engineering for IT Services - Defining IT Services from a Line of Business Perspective
Kieninger, A.; Balthadzhiev, D.; Schmitz, B.; Satzger, G.
2011. Proceedings of the 2011 Annual SRII Global Conference (SRII 2011), San Jose/California, USA, March 29 2011 - April 2 2011, 759–766, Institute of Electrical and Electronics Engineers (IEEE). doi:10.1109/SRII.2011.83

The Economics of Service Level Engineering
Kieninger, A.; Westernhagen, J.; Satzger, G.
2011. 44th Hawaii International Conference on System Sciences : (HICSS) ; 4 - 7 Jan. 2011, Koloa, Kauai, Hawaii. Ed.: Ralph H. Sprague, 1–10, Institute of Electrical and Electronics Engineers (IEEE). doi:10.1109/HICSS.2011.407

Risk-Reward Sharing in IT Service Contracts - A Service System View
Satzger, G.; Kieninger, A.
2011. 44th Hawaii International Conference on System Sciences : (HICSS) ; 4 - 7 Jan. 2011, Koloa, Kauai, Hawaii, Institute of Electrical and Electronics Engineers (IEEE). doi:10.1109/HICSS.2011.365

Auf dem Weg zu einer Service Science - Perspektiven, Forschungsthemen und Handlungsempfehlungen aus der Sicht einer interdisziplinären Arbeitsgruppe. Empfehlungen an die Taskforce Dienstleistungen im Rahmen der Forschungsunion Wirtschaft - Wissenschaft
Ganz, W.; Beck, R.; Benkenstein, M.; Bichler, M.; Bienzeisler, B.; Böhmann, T.; Dunkel, W.; Fähnrich, K.-P.; Gemünden, H. G.; Gouthier, M.; Gudergan, G.; Kieninger, A.; Kölling, M.; Krcmar, H.; Kremer, A.; Möslein, K.; Schultz, C.; Stauss, B.; Stich, V.; Weinhardt, C.
2010. Fraunhofer IAO

Service Level Management - Challenges and their Relevance from the Customers’ Point of View
Unterharnscheidt, P.; Kieninger, A.
2010. Proceedings of the 16th Americas Conference on Information Systems (AMCIS 2010), Lima, Peru, August 12-15, 2010, 540/1–8, AIS eLibrary (AISeL)

Service Science : Das unbekannte Wesen
Satzger, G.; Ganz, W.; Kieninger, A.
2009. Arbeits- und Dienstleistungsforschung als Innovationstreiber : Bilanzen, Herausforderungen, Zukünfte, Fachtagung, 22. Mai 2009. Hrsg.: D. Spath, 126–130, Fraunhofer Verlag

DYNSEA - a dynamic Service-Oriented Enterprise Architecture based on S-D-Logic
Schmidt, R.; Kieninger, A.
2009. EDOCW 2009 - 13th Enterprise Distributed Object Computing Conference Workshops, 1-4 Sept. 2009, Auckland, New Zealand, 290–296, Institute of Electrical and Electronics Engineers (IEEE)