---
_id: '5701'
abstract:
- lang: eng
  text: "Purpose\r\n– The purpose of this paper is to craft a future research agenda
    to advance smart service research and practice. Smart services are delivered to
    or via intelligent objects that feature awareness and connectivity. For service
    researchers and managers, one of the most fascinating aspects of smart service
    provision is that the connected object is able to sense its own condition and
    its surroundings and thus allows for real-time data collection, continuous communication
    and interactive feedback. \r\n\r\nDesign/methodology/approach\r\n– This article
    is based on discussions in the workshop on “Fresh perspectives on technology in
    service” at the International Network of Service Researchers on September 26,
    2014 at CTF, Karlstad, Sweden. The paper summarizes the discussion on smart services,
    adds an extensive literature review, provides examples from business practice
    and develops a structured approach to new research avenues. \r\n\r\nFindings\r\n–
    We propose that smart services vary on their individual level of autonomous decision-making,
    visibility and embeddedness in objects and customer lives. Based on a discussion
    of these characteristics, we identify research avenues regarding the perception
    and nature of smart services, the adoption of smart services, the innovation through
    smart services as well as regarding the development of new business models. \r\n\r\nOriginality/value\r\n–
    Smart services is a new emerging topic in service marketing research, their implications
    on organizations, customers and the service landscape have not been fully explored.
    We provide a fresh perspective on service research by characterizing relevant
    aspects of smart service that will stimulate fruitful future research and advance
    the understanding and practice of smart services."
article_type: original
author:
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Kristina
  full_name: Heinonen, Kristina
  last_name: Heinonen
- first_name: Amy L
  full_name: Ostrom, Amy L
  last_name: Ostrom
- first_name: Lia
  full_name: Patricio, Lia
  last_name: Patricio
- first_name: Rui
  full_name: Sousa, Rui
  last_name: Sousa
- first_name: Chris
  full_name: Voss, Chris
  last_name: Voss
- first_name: Jos
  full_name: Lemmink, Jos
  last_name: Lemmink
citation:
  ama: 'Wünderlich N, Heinonen K, Ostrom AL, et al. Futurizing” Smart Service: Implications
    for Service Researchers and Managers. <i>Journal of Services Marketing</i>. 2015;29(6/7):442-447.'
  apa: 'Wünderlich, N., Heinonen, K., Ostrom, A. L., Patricio, L., Sousa, R., Voss,
    C., &#38; Lemmink, J. (2015). Futurizing” Smart Service: Implications for Service
    Researchers and Managers. <i>Journal of Services Marketing</i>, <i>29</i>(6/7),
    442–447.'
  bibtex: '@article{Wünderlich_Heinonen_Ostrom_Patricio_Sousa_Voss_Lemmink_2015, title={Futurizing”
    Smart Service: Implications for Service Researchers and Managers.}, volume={29},
    number={6/7}, journal={Journal of Services Marketing}, publisher={Emerald Group
    Publishing Limited}, author={Wünderlich, Nancy and Heinonen, Kristina and Ostrom,
    Amy L and Patricio, Lia and Sousa, Rui and Voss, Chris and Lemmink, Jos}, year={2015},
    pages={442–447} }'
  chicago: 'Wünderlich, Nancy, Kristina Heinonen, Amy L Ostrom, Lia Patricio, Rui
    Sousa, Chris Voss, and Jos Lemmink. “Futurizing” Smart Service: Implications for
    Service Researchers and Managers.” <i>Journal of Services Marketing</i> 29, no.
    6/7 (2015): 442–47.'
  ieee: 'N. Wünderlich <i>et al.</i>, “Futurizing” Smart Service: Implications for
    Service Researchers and Managers.,” <i>Journal of Services Marketing</i>, vol.
    29, no. 6/7, pp. 442–447, 2015.'
  mla: 'Wünderlich, Nancy, et al. “Futurizing” Smart Service: Implications for Service
    Researchers and Managers.” <i>Journal of Services Marketing</i>, vol. 29, no.
    6/7, Emerald Group Publishing Limited, 2015, pp. 442–47.'
  short: N. Wünderlich, K. Heinonen, A.L. Ostrom, L. Patricio, R. Sousa, C. Voss,
    J. Lemmink, Journal of Services Marketing 29 (2015) 442–447.
date_created: 2018-11-15T11:27:26Z
date_updated: 2022-01-06T07:02:36Z
department:
- _id: '181'
intvolume: '        29'
issue: 6/7
keyword:
- Connected services
- Intelligent object
- New service type
- Smart services
language:
- iso: eng
page: 442-447
publication: Journal of Services Marketing
publication_status: published
publisher: Emerald Group Publishing Limited
status: public
title: 'Futurizing” Smart Service: Implications for Service Researchers and Managers.'
type: journal_article
user_id: '37741'
volume: 29
year: '2015'
...