--- _id: '48632' abstract: - lang: eng text: 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: - first_name: Christian full_name: Koldewey, Christian id: '43136' last_name: Koldewey orcid: https://orcid.org/0000-0001-7992-6399 - first_name: Timm full_name: Fichtler, Timm id: '66731' last_name: Fichtler orcid: https://orcid.org/0000-0001-6034-4399 - first_name: Michel full_name: Scholtysik, Michel id: '50562' last_name: Scholtysik - first_name: Jan full_name: Biehler, Jan last_name: Biehler - first_name: Nick full_name: Schreiner, Nick last_name: Schreiner - first_name: Franziska full_name: Sommer, Franziska last_name: Sommer - first_name: Maximilian full_name: Schacht, Maximilian last_name: Schacht - first_name: Jonas full_name: Kaufmann, Jonas last_name: Kaufmann - first_name: Martin full_name: Rabe, Martin last_name: Rabe - first_name: Joachim full_name: Sedlmeier, Joachim last_name: Sedlmeier - first_name: Roman full_name: Dumitrescu, Roman id: '16190' last_name: Dumitrescu citation: ama: 'Koldewey C, Fichtler T, Scholtysik M, et al. Exploring Capabilities for the Smart Service Transformation in Manufacturing: Insights from Theory and Practice. In: ; 2024.' apa: 'Koldewey, C., Fichtler, T., Scholtysik, M., Biehler, J., Schreiner, N., Sommer, F., Schacht, M., Kaufmann, J., Rabe, M., Sedlmeier, J., & Dumitrescu, R. (2024). Exploring Capabilities for the Smart Service Transformation in Manufacturing: Insights from Theory and Practice. Hawaii International Conference on System Sciences, Hawaii.' bibtex: '@inproceedings{Koldewey_Fichtler_Scholtysik_Biehler_Schreiner_Sommer_Schacht_Kaufmann_Rabe_Sedlmeier_et al._2024, title={Exploring Capabilities for the Smart Service Transformation in Manufacturing: Insights from Theory and Practice}, 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 et al.}, year={2024} }' chicago: 'Koldewey, Christian, Timm Fichtler, Michel Scholtysik, Jan Biehler, Nick Schreiner, Franziska Sommer, Maximilian Schacht, et al. “Exploring Capabilities for the Smart Service Transformation in Manufacturing: Insights from Theory and Practice,” 2024.' ieee: 'C. Koldewey et al., “Exploring Capabilities for the Smart Service Transformation in Manufacturing: Insights from Theory and Practice,” presented at the Hawaii International Conference on System Sciences, Hawaii, 2024.' mla: 'Koldewey, Christian, et al. Exploring Capabilities for the Smart Service Transformation in Manufacturing: Insights from Theory and Practice. 2024.' short: 'C. Koldewey, T. Fichtler, M. Scholtysik, J. Biehler, N. Schreiner, F. Sommer, M. Schacht, J. Kaufmann, M. Rabe, J. Sedlmeier, R. Dumitrescu, in: 2024.' conference: end_date: 2024-01-06 location: Hawaii name: Hawaii International Conference on System Sciences start_date: 2024-01-03 date_created: 2023-11-06T15:31:32Z date_updated: 2023-11-06T15:40:33Z department: - _id: '563' - _id: '241' keyword: - Digital Servitization - Transformation - Capabilities - Maturity - Smart Services language: - iso: eng status: public title: 'Exploring Capabilities for the Smart Service Transformation in Manufacturing: Insights from Theory and Practice' type: conference user_id: '66731' year: '2024' ... --- _id: '4947' abstract: - lang: eng text: 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. article_type: original author: - first_name: Florian v full_name: Wangenheim, Florian v last_name: Wangenheim - first_name: Nancy full_name: Wünderlich, Nancy id: '36392' last_name: Wünderlich - first_name: Jan H full_name: Schumann, Jan H last_name: Schumann citation: ama: Wangenheim F v, Wünderlich N, Schumann JH. Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts. Journal of Business Research. 2017;(79):181--188. apa: Wangenheim, F. v, Wünderlich, N., & Schumann, J. H. (2017). Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts. Journal of Business Research, (79), 181--188. bibtex: '@article{Wangenheim_Wünderlich_Schumann_2017, title={Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts}, number={79}, journal={Journal of Business Research}, publisher={Elsevier}, author={Wangenheim, Florian v and Wünderlich, Nancy and Schumann, Jan H}, year={2017}, pages={181--188} }' chicago: 'Wangenheim, Florian v, Nancy Wünderlich, and Jan H Schumann. “Renew or Cancel? Drivers of Customer Renewal Decisions for IT-Based Service Contracts.” Journal of Business Research, no. 79 (2017): 181--188.' ieee: F. v Wangenheim, N. Wünderlich, and J. H. Schumann, “Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts,” Journal of Business Research, no. 79, pp. 181--188, 2017. mla: Wangenheim, Florian v, et al. “Renew or Cancel? Drivers of Customer Renewal Decisions for IT-Based Service Contracts.” Journal of Business Research, no. 79, Elsevier, 2017, pp. 181--188. short: F. v Wangenheim, N. Wünderlich, J.H. Schumann, Journal of Business Research (2017) 181--188. date_created: 2018-10-26T10:11:34Z date_updated: 2022-01-06T07:01:30Z department: - _id: '178' - _id: '181' issue: '79' keyword: - IT-based service - Smart services - Contract renewal - Retention - Customer churn - Free trial language: - iso: eng page: 181--188 publication: Journal of Business Research publication_status: published publisher: Elsevier status: public title: Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts type: journal_article user_id: '37741' year: '2017' ... --- _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. Journal of Services Marketing. 2015;29(6/7):442-447.' apa: 'Wünderlich, N., Heinonen, K., Ostrom, A. L., Patricio, L., Sousa, R., Voss, C., & Lemmink, J. (2015). Futurizing” Smart Service: Implications for Service Researchers and Managers. Journal of Services Marketing, 29(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.” Journal of Services Marketing 29, no. 6/7 (2015): 442–47.' ieee: 'N. Wünderlich et al., “Futurizing” Smart Service: Implications for Service Researchers and Managers.,” Journal of Services Marketing, vol. 29, no. 6/7, pp. 442–447, 2015.' mla: 'Wünderlich, Nancy, et al. “Futurizing” Smart Service: Implications for Service Researchers and Managers.” Journal of Services Marketing, 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' ...