---
_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: '50649'
abstract:
- lang: eng
text: 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.
article_type: original
author:
- first_name: Philipp
full_name: zur Heiden, Philipp
id: '64394'
last_name: zur Heiden
- first_name: Jennifer
full_name: Priefer, Jennifer
id: '82872'
last_name: Priefer
- first_name: Daniel
full_name: Beverungen, Daniel
id: '59677'
last_name: Beverungen
citation:
ama: zur Heiden P, Priefer J, Beverungen D. Predictive Maintenance on the Energy
Distribution Grid—Design and Evaluation of a Digital Industrial Platform in the
Context of a Smart Service System. IEEE Transactions on Engineering Management.
2024;71:3641-3655. doi:10.1109/tem.2024.3352819
apa: zur Heiden, P., Priefer, J., & Beverungen, D. (2024). Predictive Maintenance
on the Energy Distribution Grid—Design and Evaluation of a Digital Industrial
Platform in the Context of a Smart Service System. IEEE Transactions on Engineering
Management, 71, 3641–3655. https://doi.org/10.1109/tem.2024.3352819
bibtex: '@article{zur Heiden_Priefer_Beverungen_2024, title={Predictive Maintenance
on the Energy Distribution Grid—Design and Evaluation of a Digital Industrial
Platform in the Context of a Smart Service System}, volume={71}, DOI={10.1109/tem.2024.3352819},
journal={IEEE Transactions on Engineering Management}, publisher={Institute of
Electrical and Electronics Engineers (IEEE)}, author={zur Heiden, Philipp and
Priefer, Jennifer and Beverungen, Daniel}, year={2024}, pages={3641–3655} }'
chicago: 'Heiden, Philipp zur, Jennifer Priefer, and Daniel Beverungen. “Predictive
Maintenance on the Energy Distribution Grid—Design and Evaluation of a Digital
Industrial Platform in the Context of a Smart Service System.” IEEE Transactions
on Engineering Management 71 (2024): 3641–55. https://doi.org/10.1109/tem.2024.3352819.'
ieee: 'P. zur Heiden, J. Priefer, and D. Beverungen, “Predictive Maintenance on
the Energy Distribution Grid—Design and Evaluation of a Digital Industrial Platform
in the Context of a Smart Service System,” IEEE Transactions on Engineering
Management, vol. 71, pp. 3641–3655, 2024, doi: 10.1109/tem.2024.3352819.'
mla: zur Heiden, Philipp, et al. “Predictive Maintenance on the Energy Distribution
Grid—Design and Evaluation of a Digital Industrial Platform in the Context of
a Smart Service System.” IEEE Transactions on Engineering Management, vol.
71, Institute of Electrical and Electronics Engineers (IEEE), 2024, pp. 3641–55,
doi:10.1109/tem.2024.3352819.
short: P. zur Heiden, J. Priefer, D. Beverungen, IEEE Transactions on Engineering
Management 71 (2024) 3641–3655.
date_created: 2024-01-19T11:47:56Z
date_updated: 2024-11-11T09:50:34Z
ddc:
- '620'
doi: 10.1109/tem.2024.3352819
file:
- access_level: closed
content_type: application/pdf
creator: dabe
date_created: 2024-04-18T12:26:27Z
date_updated: 2024-04-18T12:26:27Z
file_id: '53570'
file_name: Predictive_Maintenance_on_the_Energy_Distribution_GridDesign_and_Evaluation_of_a_Digital_Industrial_Platform_in_the_Context_of_a_Smart_Service_System.pdf
file_size: 4070804
relation: main_file
success: 1
file_date_updated: 2024-04-18T12:26:27Z
has_accepted_license: '1'
intvolume: ' 71'
keyword:
- Design science research
- digital platform
- distribution grid
- IS design
- predictive maintenance
- smart services
language:
- iso: eng
page: 3641-3655
project:
- _id: '651'
grant_number: 03E16012F
name: 'FLEMING: FLEMING - Flexible Monitoring- und Regelsysteme für die Energie-
und Mobilitätswende im Verteilnetz durch Einsatz von Künstlicher Intelligenz'
publication: IEEE Transactions on Engineering Management
publication_identifier:
issn:
- 0018-9391
- 1558-0040
publication_status: published
publisher: Institute of Electrical and Electronics Engineers (IEEE)
quality_controlled: '1'
status: public
title: Predictive Maintenance on the Energy Distribution Grid—Design and Evaluation
of a Digital Industrial Platform in the Context of a Smart Service System
type: journal_article
user_id: '82872'
volume: 71
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'
...