@inproceedings{48632,
  abstract     = {{Digital Servitization is one of the significant trends affecting the manufacturing industry. Companies try to tackle challenges regarding their differentiation and profitability using digital services. One specific type of digital services are smart services, which are digital services built on data from smart products. Introducing these kinds of offerings into the portfolio of manufacturing companies is not trivial. Moreover, they require conscious action to align all relevant capabilities to realize the respective business goals. However, what capabilities are generally relevant for smart services remains opaque. We conducted a systematic literature review to identify them and extended the results through an interview study. Our analysis results in 78 capabilities clustered among 12 principles and six dimensions. These results provide significant support for the smart service transformation of manufacturing companies and for structuring the research field of smart services.}},
  author       = {{Koldewey, Christian and Fichtler, Timm and Scholtysik, Michel and Biehler, Jan and Schreiner, Nick and Sommer, Franziska and Schacht, Maximilian and Kaufmann, Jonas and Rabe, Martin and Sedlmeier, Joachim and Dumitrescu, Roman}},
  keywords     = {{Digital Servitization, Transformation, Capabilities, Maturity, Smart Services}},
  location     = {{Hawaii}},
  title        = {{{Exploring Capabilities for the Smart Service Transformation in Manufacturing: Insights from Theory and Practice}}},
  year         = {{2024}},
}

@article{50649,
  abstract     = {{The energy turnaround and the shift towards sustainable mobility threaten the stability of European energy distribution grids due to substantially increasing load fluctuations and power demand. These challenges can critically impact assets in the distribution grid—e.g., switchgears—intensifying the need to plan, conduct, and manage the maintenance of such assets. Predictive maintenance strategies that analyze assets' current and historical condition data have been discussed as promising approaches toward that end. However, the extant research focuses on designing and improving analytical algorithms or information technology (IT) artifacts while not considering how a maintenance service is cocreated by companies with IT. This research article posits that IT and service must be aligned closely, presenting an ensemble artifact comprising a digital industrial platform and a smart service system for predictive maintenance on the distribution grid. The artifact is evaluated by conducting a willingness-to-pay analysis with asset operators, documenting their demand for condition monitoring and predictive maintenance as an integrated solution, although they still struggle with even getting the condition data of their assets. Building on these results, we formalize the knowledge in the form of design principles and implications for managing the maintenance of critical assets in the distribution grid.}},
  author       = {{zur Heiden, Philipp and Priefer, Jennifer and Beverungen, Daniel}},
  issn         = {{0018-9391}},
  journal      = {{IEEE Transactions on Engineering Management}},
  keywords     = {{Design science research, digital platform, distribution grid, IS design, predictive maintenance, smart services}},
  pages        = {{3641--3655}},
  publisher    = {{Institute of Electrical and Electronics Engineers (IEEE)}},
  title        = {{{Predictive Maintenance on the Energy Distribution Grid—Design and Evaluation of a Digital Industrial Platform in the Context of a Smart Service System}}},
  doi          = {{10.1109/tem.2024.3352819}},
  volume       = {{71}},
  year         = {{2024}},
}

@article{4947,
  abstract     = {{Manufacturers increasingly integrate information and communication technologies into their products so that they can provide IT-based services. Organizations that formerly concentrated on transactional sales thus confront a new challenge associated with managing service usage—retention and extracting value from investments in smart technology. This study combines a marketing and an information systems perspective in a field study conducted jointly with a large European car manufacturer. Understanding the renewal decision for IT-based service contracts requires knowledge from both disciplines. The paper shows that combining behavioral predictor variables stemming from marketing research and technology-related perceptual variables stemming from technology acceptance research increases the explanatory power and prediction accuracy of forecasting models for customer renewal decisions. Specifically, the authors show that perceptions of usefulness become more important the longer customers use IT-based services and the more services they use within the service contract.}},
  author       = {{Wangenheim, Florian v and Wünderlich, Nancy and Schumann, Jan H}},
  journal      = {{Journal of Business Research}},
  keywords     = {{IT-based service, Smart services, Contract renewal, Retention, Customer churn, Free trial}},
  number       = {{79}},
  pages        = {{181----188}},
  publisher    = {{Elsevier}},
  title        = {{{Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts}}},
  year         = {{2017}},
}

@article{5701,
  abstract     = {{Purpose
– 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. 

Design/methodology/approach
– 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. 

Findings
– 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. 

Originality/value
– 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.}},
  author       = {{Wünderlich, Nancy and Heinonen, Kristina and Ostrom, Amy L and Patricio, Lia and Sousa, Rui and Voss, Chris and Lemmink, Jos}},
  journal      = {{Journal of Services Marketing}},
  keywords     = {{Connected services, Intelligent object, New service type, Smart services}},
  number       = {{6/7}},
  pages        = {{442--447}},
  publisher    = {{Emerald Group Publishing Limited}},
  title        = {{{Futurizing” Smart Service: Implications for Service Researchers and Managers.}}},
  volume       = {{29}},
  year         = {{2015}},
}