--- _id: '17860' abstract: - lang: eng text: "Purpose\r\nThe purpose of this paper is to identify strategic options and challenges that arise when an industrial firm moves from providing smart service toward providing a platform.\r\n\r\nDesign/methodology/approach\r\nThis conceptual study takes on a multidisciplinary research perspective that integrates concepts, theories and insights from service management and marketing, information systems and platform economics.\r\n\r\nFindings\r\nThe paper outlines three platform types – smart data platform, smart product platform and matching platform – as strategic options for firms that wish to evolve from smart service providers to platform providers.\r\n\r\nResearch limitations/implications\r\nInvestigating smart service platforms calls for launching interdisciplinary research initiatives. Promising research avenues are outlined to span boundaries that separate different research disciplines today.\r\n\r\nPractical implications\r\nManaging a successful transition from providing smart service toward providing a platform requires making significant investments in IT, platform-related capabilities and skills, as well as implement new approaches toward relationship management and brand-building.\r\n\r\nOriginality/value\r\nThe findings described in this paper are valuable to researchers in multiple disciplines seeking to develop and to justify theory related to platforms in industrial scenarios." article_type: original author: - first_name: Daniel full_name: Beverungen, Daniel id: '59677' last_name: Beverungen - first_name: Dennis full_name: Kundisch, Dennis id: '21117' last_name: Kundisch - first_name: Nancy full_name: Wünderlich, Nancy id: '36392' last_name: Wünderlich citation: ama: 'Beverungen D, Kundisch D, Wünderlich N. Transforming into a Platform Provider: Strategic Options for Industrial Smart Service Providers. Journal of Service Management. 2021;32(4):507-532. doi:10.1108/JOSM-03-2020-0066' apa: 'Beverungen, D., Kundisch, D., & Wünderlich, N. (2021). Transforming into a Platform Provider: Strategic Options for Industrial Smart Service Providers. Journal of Service Management, 32(4), 507–532. https://doi.org/10.1108/JOSM-03-2020-0066' bibtex: '@article{Beverungen_Kundisch_Wünderlich_2021, title={Transforming into a Platform Provider: Strategic Options for Industrial Smart Service Providers}, volume={32}, DOI={10.1108/JOSM-03-2020-0066}, number={4}, journal={Journal of Service Management}, publisher={Emerald Insight}, author={Beverungen, Daniel and Kundisch, Dennis and Wünderlich, Nancy}, year={2021}, pages={507–532} }' chicago: 'Beverungen, Daniel, Dennis Kundisch, and Nancy Wünderlich. “Transforming into a Platform Provider: Strategic Options for Industrial Smart Service Providers.” Journal of Service Management 32, no. 4 (2021): 507–32. https://doi.org/10.1108/JOSM-03-2020-0066.' ieee: 'D. Beverungen, D. Kundisch, and N. Wünderlich, “Transforming into a Platform Provider: Strategic Options for Industrial Smart Service Providers,” Journal of Service Management, vol. 32, no. 4, pp. 507–532, 2021, doi: 10.1108/JOSM-03-2020-0066.' mla: 'Beverungen, Daniel, et al. “Transforming into a Platform Provider: Strategic Options for Industrial Smart Service Providers.” Journal of Service Management, vol. 32, no. 4, Emerald Insight, 2021, pp. 507–32, doi:10.1108/JOSM-03-2020-0066.' short: D. Beverungen, D. Kundisch, N. Wünderlich, Journal of Service Management 32 (2021) 507–532. date_created: 2020-08-12T12:12:36Z date_updated: 2024-04-18T12:46:37Z ddc: - '380' department: - _id: '276' - _id: '181' doi: 10.1108/JOSM-03-2020-0066 intvolume: ' 32' issue: '4' keyword: - Smart service - Platform - Interdisciplinary research - Manufacturing company - Smart service provider - Platform economics - Information systems - Multi-sided markets - Business-to-business (B2B) markets language: - iso: eng page: 507-532 project: - _id: '1' grant_number: '160364472' name: SFB 901 - _id: '4' name: SFB 901 - Project Area C - _id: '17' name: SFB 901 - Subproject C5 publication: Journal of Service Management publication_identifier: issn: - 507-532 publication_status: published publisher: Emerald Insight quality_controlled: '1' status: public title: 'Transforming into a Platform Provider: Strategic Options for Industrial Smart Service Providers' type: journal_article user_id: '59677' volume: 32 year: '2021' ... --- _id: '23379' abstract: - lang: ger text: 'Mit der zunehmenden Bedeutung von digitalen Lösungen und innovativen Dienstleistungen geht eine signifikante Transformation des produzierenden Gewerbes einher. Die Digitalisierung führt zu intelligenten Produkten, die Daten generieren und über das Internet austauschen. Auf Basis dieser Daten können Produkthersteller gänzlich neue digitale Dienstleistungen anbieten, sogenannte Smart Services. Ihre erfolgreiche Umsetzung ist essentiell, um in der Wettbewerbsarena der Zukunft bestehen zu können. Die Gestaltung eines Smart Service-Geschäfts ist jedoch nicht trivial. Ziel der vorliegenden Arbeit ist eine Systematik zur Entwicklung von Smart Service-Strategien im produzierenden Gewerbe. Die Systematik besteht aus drei Bestandteilen: der Erste ist die Konzeption von Smart Service-Strategien im Sinne eines Referenzmodells. Sie definiert die auszugestaltenden Aspekte. Der Zweite ist das Gestaltungswissen. Es werden Normstrategien und Funktionalitäten im Kontext von Smart Services für die Strategieentwicklung bereitgestellt. Die Strategieentwicklung wird im dritten Bestandteil adressiert, einer Methode bestehend aus einem Vorgehensmodell und unterstützenden Hilfsmitteln. Das Vorgehensmodell orchestriert den Einsatz der Hilfsmittel und des Gestaltungswissens. Resultat ist eine Smart Service-Strategie, die die Vision für das Smart Service-Geschäft sowie den Weg zu deren Realisierung darstellt. Die Systematik wurde anhand eines Unternehmens des Sondermaschinenbaus erfolgreich validiert.' - lang: eng text: 'The increasing importance of digital solutions and innovative services is accompanied by a significant transformation of manufacturing. Digitalization leads to intelligent products that generate data and exchange them via the internet. Based on these data, product manufacturers can offer completely new digital services, so-called smart services. Their successful implementation is essential in order to survive in the competitive arena of the future. However, the design of a smart service-business is not trivial.The goal of this dissertation is a procedure for the development of smart service-strategies in manufacturing. It consists of three components: the first one is the conceptualization of smart service-strategies in the sense of a reference model. It defines the aspects to be determined during strategy development. The second component is design knowledge. It provides standard strategies and functionalities in the context of smart services for the development of the strategy. This is done using the third component, a method consisting of a process model and corresponding tools. The process model orchestrates the use of the tools and the design knowledge. The result is a smart service-strategy, which includes the vision for the smart service-business and the way to its realization. The procedure was successfully validated by means of a company in the field of special-purpose machine construction.' author: - first_name: Christian full_name: Koldewey, Christian id: '43136' last_name: Koldewey orcid: https://orcid.org/0000-0001-7992-6399 citation: ama: Koldewey C. Systematik zur Entwicklung von Smart Service-Strategien im produzierenden Gewerbe. Vol 399.; 2021:4, 217, A-41. doi:10.17619/UNIPB/1-1167 apa: Koldewey, C. (2021). Systematik zur Entwicklung von Smart Service-Strategien im produzierenden Gewerbe (Vol. 399, pp. 4, 217, A-41). https://doi.org/10.17619/UNIPB/1-1167 bibtex: '@book{Koldewey_2021, place={Paderborn}, series={Verlagsschriftenreihe des Heinz Nixdorf Instituts}, title={Systematik zur Entwicklung von Smart Service-Strategien im produzierenden Gewerbe}, volume={399}, DOI={10.17619/UNIPB/1-1167}, author={Koldewey, Christian}, year={2021}, pages={4, 217, A-41}, collection={Verlagsschriftenreihe des Heinz Nixdorf Instituts} }' chicago: Koldewey, Christian. Systematik zur Entwicklung von Smart Service-Strategien im produzierenden Gewerbe. Vol. 399. Verlagsschriftenreihe des Heinz Nixdorf Instituts. Paderborn, 2021. https://doi.org/10.17619/UNIPB/1-1167. ieee: C. Koldewey, Systematik zur Entwicklung von Smart Service-Strategien im produzierenden Gewerbe, vol. 399. Paderborn, 2021, pp. 4, 217, A-41. mla: Koldewey, Christian. Systematik zur Entwicklung von Smart Service-Strategien im produzierenden Gewerbe. 2021, pp. 4, 217, A-41, doi:10.17619/UNIPB/1-1167. short: C. Koldewey, Systematik zur Entwicklung von Smart Service-Strategien im produzierenden Gewerbe, Paderborn, 2021. date_created: 2021-08-09T15:45:09Z date_updated: 2024-07-12T12:05:50Z ddc: - '650' department: - _id: '563' - _id: '26' doi: 10.17619/UNIPB/1-1167 file: - access_level: closed content_type: application/pdf creator: koldewey date_created: 2021-08-20T18:35:06Z date_updated: 2021-08-20T18:35:06Z file_id: '23461' file_name: Dissertation_Christian_Koldewey(1).pdf file_size: 47059853 relation: main_file success: 1 file_date_updated: 2021-08-20T18:35:06Z has_accepted_license: '1' intvolume: ' 399' jel: - O32 keyword: - Smart Service - Strategie language: - iso: ger page: 4, 217, A-41 place: Paderborn publication_identifier: isbn: - 978-3-947647-18-7 publication_status: epub_ahead series_title: Verlagsschriftenreihe des Heinz Nixdorf Instituts status: public supervisor: - first_name: Jürgen full_name: Gausemeier, Jürgen last_name: Gausemeier - first_name: Rainer full_name: Stark, Rainer last_name: Stark title: Systematik zur Entwicklung von Smart Service-Strategien im produzierenden Gewerbe type: dissertation user_id: '1112' volume: 399 year: '2021' ... --- _id: '20363' abstract: - lang: ger text: Die Verfügbarkeit von Daten aus dem Betrieb hat durch die Einführung von vernetzten intelligenten Fertigungssystemen (cyber-physische Systeme) stark zugenommen. Hieraus eröffnen sich Erfolg versprechende Möglichkeiten für Smart Services und damit verbundene neue Geschäftsfelder. Voraussetzung für den Eintritt in ein neues Geschäft mit Smart Services ist eine fundierte Geschäftsstrategie. Wir zeigen die zentralen Gestaltungsfelder von Smart Service-Strategien auf und erläutern, wie sechs von uns ermittelte Normstrategien bei der Formulierung einer attraktiven Strategie helfen können. article_type: original author: - first_name: Christian full_name: Koldewey, Christian id: '43136' last_name: Koldewey orcid: https://orcid.org/0000-0001-7992-6399 - first_name: Maximilian full_name: Frank, Maximilian last_name: Frank - first_name: Jürgen full_name: Gausemeier, Jürgen last_name: Gausemeier - first_name: Alexander full_name: Bäsecke, Alexander last_name: Bäsecke - first_name: Jannik full_name: Reinhold, Jannik id: '33669' last_name: Reinhold - first_name: Roman full_name: Dumitrescu, Roman id: '16190' last_name: Dumitrescu citation: ama: Koldewey C, Frank M, Gausemeier J, Bäsecke A, Reinhold J, Dumitrescu R. Systematische Entwicklung von Normstrategien für Smart Services. ZWF Zeitschrift für wirtschaftliche Fabrikplanung. 2020;115(7-8):524-528. doi:10.3139/104.112297 apa: Koldewey, C., Frank, M., Gausemeier, J., Bäsecke, A., Reinhold, J., & Dumitrescu, R. (2020). Systematische Entwicklung von Normstrategien für Smart Services. ZWF Zeitschrift für wirtschaftliche Fabrikplanung, 115(7–8), 524–528. https://doi.org/10.3139/104.112297 bibtex: '@article{Koldewey_Frank_Gausemeier_Bäsecke_Reinhold_Dumitrescu_2020, title={Systematische Entwicklung von Normstrategien für Smart Services}, volume={115}, DOI={10.3139/104.112297}, number={7–8}, journal={ZWF Zeitschrift für wirtschaftliche Fabrikplanung}, publisher={Hanser}, author={Koldewey, Christian and Frank, Maximilian and Gausemeier, Jürgen and Bäsecke, Alexander and Reinhold, Jannik and Dumitrescu, Roman}, year={2020}, pages={524–528} }' chicago: 'Koldewey, Christian, Maximilian Frank, Jürgen Gausemeier, Alexander Bäsecke, Jannik Reinhold, and Roman Dumitrescu. “Systematische Entwicklung von Normstrategien für Smart Services.” ZWF Zeitschrift für wirtschaftliche Fabrikplanung 115, no. 7–8 (2020): 524–28. https://doi.org/10.3139/104.112297.' ieee: C. Koldewey, M. Frank, J. Gausemeier, A. Bäsecke, J. Reinhold, and R. Dumitrescu, “Systematische Entwicklung von Normstrategien für Smart Services,” ZWF Zeitschrift für wirtschaftliche Fabrikplanung, vol. 115, no. 7–8, pp. 524–528, 2020. mla: Koldewey, Christian, et al. “Systematische Entwicklung von Normstrategien für Smart Services.” ZWF Zeitschrift für wirtschaftliche Fabrikplanung, vol. 115, no. 7–8, Hanser, 2020, pp. 524–28, doi:10.3139/104.112297. short: C. Koldewey, M. Frank, J. Gausemeier, A. Bäsecke, J. Reinhold, R. Dumitrescu, ZWF Zeitschrift für wirtschaftliche Fabrikplanung 115 (2020) 524–528. date_created: 2020-11-16T12:29:33Z date_updated: 2022-01-06T06:54:26Z department: - _id: '563' doi: 10.3139/104.112297 intvolume: ' 115' issue: 7-8 keyword: - Smart Service - Digitalisierung - Industrie 4.0 language: - iso: ger page: 524-528 publication: ZWF Zeitschrift für wirtschaftliche Fabrikplanung publication_status: published publisher: Hanser quality_controlled: '1' status: public title: Systematische Entwicklung von Normstrategien für Smart Services type: journal_article user_id: '43136' volume: 115 year: '2020' ... --- _id: '20365' abstract: - lang: eng text: 'Today’s manufacturing industry is confronted with fundamental changes in value creation. The tension between the two megatrends of digitization and servitization leads to new hybrid market offerings, so-called smart services. Corresponding business models and value networks fundamentally differ from traditional ones. Developing smart services requires an advanced management of business models and new competences in young disciplines, while their provision requires new internal and external organizational structures or processes. To strengthen their competitive position, manufacturing companies need to extend their business model portfolios and adapt their value networks. However, the highly complex transformation of value creation especially challenges small and medium-sized companies due to limited competences and resources. They must consider opening their boundaries and collaborating with partners. In this chapter, we introduce a basic framework for designing smart services and present a methodology for the planning of a smart service business integrating external partners. The methodology is structured into five phases: Examination of smart service portfolio, analysis of business models and environment, business model portfolio planning, competence identification and analysis, and value creation planning. The methodology is explained by an example on cable marker printers.' author: - first_name: Christian full_name: Koldewey, Christian id: '43136' last_name: Koldewey orcid: https://orcid.org/0000-0001-7992-6399 - first_name: Jannik full_name: Reinhold, Jannik id: '33669' last_name: Reinhold - first_name: Roman full_name: Dumitrescu, Roman id: '16190' last_name: Dumitrescu citation: ama: 'Koldewey C, Reinhold J, Dumitrescu R. Planning a Smart Service Business Integrating External Partners. In: Barlatier P-J, Mention A-L, eds. Managing Digital Open Innovation. Vol Volume 5. Open Innovation: Bridging Theory and Practice. World Scientific Publishing Company; 2020:255-298. doi:10.1142/9789811219238_0010' apa: Koldewey, C., Reinhold, J., & Dumitrescu, R. (2020). Planning a Smart Service Business Integrating External Partners. In P.-J. Barlatier & A.-L. Mention (Eds.), Managing Digital Open Innovation (Vol. Volume 5, pp. 255–298). World Scientific Publishing Company. https://doi.org/10.1142/9789811219238_0010 bibtex: '@inbook{Koldewey_Reinhold_Dumitrescu_2020, series={Open Innovation: Bridging Theory and Practice}, title={Planning a Smart Service Business Integrating External Partners}, volume={Volume 5}, DOI={10.1142/9789811219238_0010}, booktitle={Managing Digital Open Innovation}, publisher={World Scientific Publishing Company}, author={Koldewey, Christian and Reinhold, Jannik and Dumitrescu, Roman}, editor={Barlatier, Pierre-Jean and Mention, Anne-LaureEditors}, year={2020}, pages={255–298}, collection={Open Innovation: Bridging Theory and Practice} }' chicago: 'Koldewey, Christian, Jannik Reinhold, and Roman Dumitrescu. “Planning a Smart Service Business Integrating External Partners.” In Managing Digital Open Innovation, edited by Pierre-Jean Barlatier and Anne-Laure Mention, Volume 5:255–98. Open Innovation: Bridging Theory and Practice. World Scientific Publishing Company, 2020. https://doi.org/10.1142/9789811219238_0010.' ieee: C. Koldewey, J. Reinhold, and R. Dumitrescu, “Planning a Smart Service Business Integrating External Partners,” in Managing Digital Open Innovation, vol. Volume 5, P.-J. Barlatier and A.-L. Mention, Eds. World Scientific Publishing Company, 2020, pp. 255–298. mla: Koldewey, Christian, et al. “Planning a Smart Service Business Integrating External Partners.” Managing Digital Open Innovation, edited by Pierre-Jean Barlatier and Anne-Laure Mention, vol. Volume 5, World Scientific Publishing Company, 2020, pp. 255–98, doi:10.1142/9789811219238_0010. short: 'C. Koldewey, J. Reinhold, R. Dumitrescu, in: P.-J. Barlatier, A.-L. Mention (Eds.), Managing Digital Open Innovation, World Scientific Publishing Company, 2020, pp. 255–298.' date_created: 2020-11-16T12:37:01Z date_updated: 2022-01-06T06:54:26Z department: - _id: '563' doi: 10.1142/9789811219238_0010 editor: - first_name: Pierre-Jean full_name: Barlatier, Pierre-Jean last_name: Barlatier - first_name: Anne-Laure full_name: Mention, Anne-Laure last_name: Mention keyword: - Smart Service - Digitalisierung - Industrie 4.0 language: - iso: eng page: 255-298 publication: Managing Digital Open Innovation publication_identifier: isbn: - 978-981-121-923-8 publication_status: published publisher: World Scientific Publishing Company series_title: 'Open Innovation: Bridging Theory and Practice' status: public title: Planning a Smart Service Business Integrating External Partners type: book_chapter user_id: '43136' volume: Volume 5 year: '2020' ... --- _id: '4684' abstract: - lang: eng text: 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. article_type: original author: - first_name: Daniel full_name: Beverungen, Daniel id: '59677' last_name: Beverungen - first_name: Oliver full_name: Müller, Oliver id: '72849' last_name: Müller - first_name: Martin full_name: Matzner, Martin last_name: Matzner - first_name: Jan full_name: Mendling, Jan last_name: Mendling - first_name: Jan full_name: vom Brocke, Jan last_name: vom Brocke citation: ama: Beverungen D, Müller O, Matzner M, Mendling J, vom Brocke J. Conceptualizing smart service systems. Electronic Markets. 2019;29:7-18. doi:10.1007/s12525-017-0270-5 apa: Beverungen, D., Müller, O., Matzner, M., Mendling, J., & vom Brocke, J. (2019). Conceptualizing smart service systems. Electronic Markets, 29, 7–18. https://doi.org/10.1007/s12525-017-0270-5 bibtex: '@article{Beverungen_Müller_Matzner_Mendling_vom Brocke_2019, title={Conceptualizing smart service systems}, volume={29}, DOI={10.1007/s12525-017-0270-5}, journal={Electronic Markets}, publisher={SpringerNature}, author={Beverungen, Daniel and Müller, Oliver and Matzner, Martin and Mendling, Jan and vom Brocke, Jan}, year={2019}, pages={7–18} }' chicago: 'Beverungen, Daniel, Oliver Müller, Martin Matzner, Jan Mendling, and Jan vom Brocke. “Conceptualizing Smart Service Systems.” Electronic Markets 29 (2019): 7–18. https://doi.org/10.1007/s12525-017-0270-5.' ieee: 'D. Beverungen, O. Müller, M. Matzner, J. Mendling, and J. vom Brocke, “Conceptualizing smart service systems,” Electronic Markets, vol. 29, pp. 7–18, 2019, doi: 10.1007/s12525-017-0270-5.' mla: Beverungen, Daniel, et al. “Conceptualizing Smart Service Systems.” Electronic Markets, vol. 29, SpringerNature, 2019, pp. 7–18, doi:10.1007/s12525-017-0270-5. short: D. Beverungen, O. Müller, M. Matzner, J. Mendling, J. vom Brocke, Electronic Markets 29 (2019) 7–18. date_created: 2018-10-12T08:24:45Z date_updated: 2024-04-18T12:55:05Z ddc: - '380' department: - _id: '195' doi: 10.1007/s12525-017-0270-5 file: - access_level: closed content_type: application/pdf creator: dabe date_created: 2024-04-18T12:53:07Z date_updated: 2024-04-18T12:53:07Z file_id: '53575' file_name: Beverungen_et_al-Conceptualizing_Smart_Service_Systems.pdf file_size: 599681 relation: main_file success: 1 file_date_updated: 2024-04-18T12:53:07Z has_accepted_license: '1' intvolume: ' 29' jel: - L8 keyword: - Boundary object - Internet of things - Service science - Smart products - Smart service language: - iso: eng page: 7-18 project: - _id: '1070' call_identifier: MSCA-RISE-2014 grant_number: '645751' name: 'RISE_BPM: Propelling Business Process Management by Research and Innovation Staff Exchange' publication: Electronic Markets publication_identifier: issn: - '14228890' publication_status: published publisher: SpringerNature quality_controlled: '1' status: public title: Conceptualizing smart service systems type: journal_article user_id: '59677' volume: 29 year: '2019' ... --- _id: '3490' abstract: - lang: eng text: Digital interactions among businesses and consumers through powerful information systems and omnipresent connected devices establish today’s networked society. In this light, Service Science continues to take root as a research discipline that focuses on the integration of (digital) resources by service providers and service customers for value co-creation in service systems. Rapid advances in information technology allow for designing novel information systems that enable entirely new configurations of service systems. In turn, Service Science also leaves its mark on the design, adoption, and use of information systems and technology. With this special issue, we compile a set of timely papers that investigate selected facets of the complex interplay between information technology, information systems, and Service Science to design innovative IT artifacts for smart service. This editorial opens this special issue by elaborating on our understanding of smart service.
Information Systems and E-Business Management. 2017:781–787. doi:10.1007/s10257-017-0365-8 apa: Beverungen, D., Matzner, M., & Janiesch, C. (2017). Information systems for smart services. Information Systems and E-Business Management, 781–787. https://doi.org/10.1007/s10257-017-0365-8 bibtex: '@article{Beverungen_Matzner_Janiesch_2017, title={Information systems for smart services}, DOI={10.1007/s10257-017-0365-8}, journal={Information Systems and E-Business Management}, author={Beverungen, Daniel and Matzner, Martin and Janiesch, Christian}, year={2017}, pages={781–787} }' chicago: Beverungen, Daniel, Martin Matzner, and Christian Janiesch. “Information Systems for Smart Services.” Information Systems and E-Business Management, 2017, 781–787. https://doi.org/10.1007/s10257-017-0365-8. ieee: D. Beverungen, M. Matzner, and C. Janiesch, “Information systems for smart services,” Information Systems and E-Business Management, pp. 781–787, 2017. mla: Beverungen, Daniel, et al. “Information Systems for Smart Services.” Information Systems and E-Business Management, 2017, pp. 781–787, doi:10.1007/s10257-017-0365-8. short: D. Beverungen, M. Matzner, C. Janiesch, Information Systems and E-Business Management (2017) 781–787. date_created: 2018-07-06T10:34:55Z date_updated: 2022-01-06T06:59:19Z department: - _id: '526' doi: 10.1007/s10257-017-0365-8 keyword: - Information system - Smart service - Service system page: 781–787 publication: Information Systems and E-Business Management status: public title: Information systems for smart services type: journal_article user_id: '21671' year: '2017' ... --- _id: '4951' abstract: - lang: eng text: Despite the rapid growth and potential of technology-based services, managers' greatest challenges are gaining customer acceptance and increasing usage of these new innovative services. In the B2C field, studies of self-service technology show that perceived risk is an important factor influencing the use of service technology. Though prior research explores different risk types that emerge in consumer settings, risk perception in the B2B setting lacks a detailed examination of different risk types influencing technology-based service adoption. Data from 49 qualitative interviews with providers and customers in two different B2B industries inform this study. The findings emphasize the importance of functional and financial risks in a B2B context and show that business customers' personal and psychological fears hinder their use of technology-based services. Results highlight differences in risk perception and evaluation between customers and providers. article_type: original author: - first_name: Stefanie full_name: Paluch, Stefanie last_name: Paluch - first_name: Nancy full_name: Wünderlich, Nancy id: '36392' last_name: Wünderlich citation: ama: Paluch S, Wünderlich N. Contrasting Risk Perceptions of Technology-Based Service Innovations in Inter-Organizational Settings. Journal of business Research. 2016;69(7):2424--2431. apa: Paluch, S., & Wünderlich, N. (2016). Contrasting Risk Perceptions of Technology-Based Service Innovations in Inter-Organizational Settings. Journal of Business Research, 69(7), 2424--2431. bibtex: '@article{Paluch_Wünderlich_2016, title={Contrasting Risk Perceptions of Technology-Based Service Innovations in Inter-Organizational Settings.}, volume={69}, number={7}, journal={Journal of business Research}, publisher={Elsevier}, author={Paluch, Stefanie and Wünderlich, Nancy}, year={2016}, pages={2424--2431} }' chicago: 'Paluch, Stefanie, and Nancy Wünderlich. “Contrasting Risk Perceptions of Technology-Based Service Innovations in Inter-Organizational Settings.” Journal of Business Research 69, no. 7 (2016): 2424--2431.' ieee: S. Paluch and N. Wünderlich, “Contrasting Risk Perceptions of Technology-Based Service Innovations in Inter-Organizational Settings.,” Journal of business Research, vol. 69, no. 7, pp. 2424--2431, 2016. mla: Paluch, Stefanie, and Nancy Wünderlich. “Contrasting Risk Perceptions of Technology-Based Service Innovations in Inter-Organizational Settings.” Journal of Business Research, vol. 69, no. 7, Elsevier, 2016, pp. 2424--2431. short: S. Paluch, N. Wünderlich, Journal of Business Research 69 (2016) 2424--2431. date_created: 2018-10-26T10:20:07Z date_updated: 2022-01-06T07:01:30Z department: - _id: '178' - _id: '181' intvolume: ' 69' issue: '7' keyword: - Risk perception - Technology-based service innovations - Business-to-business context - Interview study - Risk categories - Smart service language: - iso: eng page: 2424--2431 publication: Journal of business Research publication_status: published publisher: Elsevier status: public title: Contrasting Risk Perceptions of Technology-Based Service Innovations in Inter-Organizational Settings. type: journal_article user_id: '37741' volume: 69 year: '2016' ... --- _id: '5715' abstract: - lang: eng text: Smart interactive services, in contrast with other technology-based services, require significant human-to-human interaction and collaboration in addition to the service provided by the embedded technology itself. The authors’ foundational Delphi study confirms smart interactive services (e.g., remote diagnosis, remote repair of equipment, and telemedicine) are a rapidly growing innovation category across industries. Yet, gaining user acceptance of these types of services presents a significant challenge for managers. To address this challenge, the authors employ a grounded theory approach, drawing on depth interviews, to develop a framework of barriers and facilitators to users’ attitudinal and behavioral responses to smart interactive services. The findings reveal a new set of beliefs that are critical in this context. These beliefs are tied to the human element and specifically pertain to beliefs about the “service counterpart (SC),” who is the provider’s employee controlling the technology. Control, trustworthiness, and collaboration beliefs emerge jointly as important and interrelated influencers tied to the SC. Contrary to conventional wisdom that focuses on features of the technology itself to gain user acceptance, this research encourages providers to emphasize the interpersonal elements of the service by providing control cues, raising social presence, and enhancing human trust mechanisms. article_type: original author: - first_name: Nancy full_name: Wünderlich, Nancy id: '36392' last_name: Wünderlich - first_name: Florian V full_name: Wangenheim, Florian V last_name: Wangenheim - first_name: Mary Jo full_name: Bitner, Mary Jo last_name: Bitner citation: ama: 'Wünderlich N, Wangenheim FV, Bitner MJ. High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services. Journal of Service Research. 2013;16(1):3-20.' apa: 'Wünderlich, N., Wangenheim, F. V., & Bitner, M. J. (2013). High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services. Journal of Service Research, 16(1), 3–20.' bibtex: '@article{Wünderlich_Wangenheim_Bitner_2013, title={High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.}, volume={16}, number={1}, journal={Journal of Service Research}, publisher={SAGE Publications Sage CA: Los Angeles, CA}, author={Wünderlich, Nancy and Wangenheim, Florian V and Bitner, Mary Jo}, year={2013}, pages={3–20} }' chicago: 'Wünderlich, Nancy, Florian V Wangenheim, and Mary Jo Bitner. “High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.” Journal of Service Research 16, no. 1 (2013): 3–20.' ieee: 'N. Wünderlich, F. V. Wangenheim, and M. J. Bitner, “High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.,” Journal of Service Research, vol. 16, no. 1, pp. 3–20, 2013.' mla: 'Wünderlich, Nancy, et al. “High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.” Journal of Service Research, vol. 16, no. 1, SAGE Publications Sage CA: Los Angeles, CA, 2013, pp. 3–20.' short: N. Wünderlich, F.V. Wangenheim, M.J. Bitner, Journal of Service Research 16 (2013) 3–20. date_created: 2018-11-16T09:31:00Z date_updated: 2022-01-06T07:02:37Z department: - _id: '181' intvolume: ' 16' issue: '1' keyword: - service technology - technology-mediated service - service counterpart - smart service - remote service - technology adoption language: - iso: eng page: 3-20 publication: Journal of Service Research publication_status: published publisher: 'SAGE Publications Sage CA: Los Angeles, CA' status: public title: 'High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.' type: journal_article user_id: '37741' volume: 16 year: '2013' ...