Conceptualizing smart service systems.

Beverungen, Daniel and Müller, Oliver and Matzner, Martin and Mendling, Jan and vom Brocke, Jan (2019) Conceptualizing smart service systems. Electronic Markets, 29 (1). pp. 7-18. ISSN 1422-8890

Available under License Creative Commons: Attribution 4.0 International (CC BY 4.0).

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Recent years have seen the emergence of physical products that are digitally networked with other products and with information systems to enable complex business scenarios in manufacturing, mobility, or healthcare. These "smart products", which enable the co-creation of "smart service" that is based on monitoring, optimization, remote control, and autonomous adaptation of products, profoundly transform service systems into what we call "smart service systems". In a multi-method study that includes conceptual research and qualitative data from in-depth interviews, we conceptualize "smart service" and "smart service systems" based on using smart products as boundary objects that integrate service consumers' and service providers' resources and activities. Smart products allow both actors to retrieve and to analyze aggregated field evidence and to adapt service systems based on contextual data. We discuss the implications that the introduction of smart service systems have for foundational concepts of service science and conclude that smart service systems are characterized by technology-mediated, continuous, and routinized interactions.

Item Type: Article
Keywords: Smart service, Smart products, Internet of things, Service science, Boundary object
Classification Codes: JEL L8, O3
Divisions: Departments > Wirtschaftsinformatik u. Operations Mgmt > Data, Process and Knowledge Management > Sabou
Version of the Document: Published
Depositing User: Gertraud Novotny
Date Deposited: 19 Nov 2019 12:40
Last Modified: 04 Apr 2022 14:40
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