The shift from physical to digital distribution of video games has also changed the nature of these IT artifacts from standalone products to services for which the development efforts do not stop at their initial release. This often requires the developers to have a longer timetable for the anticipated release and service availability throughout its lifecycle to keep and grow the player population and revenue streams. This study implements the work system framework perspective to investigate the service encounters of Game-as-a-Service users and their developers. It emphasizes the longitudinal nature of these encounters throughout the complete service lifecycle. We develop two research questions to help investigate the issue, the potential data sources for analysis, and provide implications for academics and practitioners.