Smart service is fundamentally transforming customer experience in both commercial and private contexts. While the information systems and service disciplines have explored the properties and implementation of smart service, there is a gap in understanding how smart service relates to customer experience at the ecosystem level. With the increasing prominence of digital platforms and data spaces, this ecosystem perspective will become crucial for the success of smart service. We report findings from a systematic scoping literature review on smart service themes and related customer experience concepts. Our analysis of 26 high-quality papers reveals three key insights: (1) smart service systems play a pivotal role in enabling customer experience, (2) customer experience in smart service scenarios is often co-created through “hybrid” customer journeys, and (3) these scenarios are subject to an ecosystem-level. Additionally, we identify smart service fundamentals, embeddedness levels, and business innovation as core themes that shape ecosystem-level customer experience.
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Positionspapier Use Case 1: Vernetzte Kulturplattformen. 2025.","ama":"Althaus M, Beverungen D, Flath B, et al. Positionspapier Use Case 1: Vernetzte Kulturplattformen.; 2025.","bibtex":"@book{Althaus_Beverungen_Flath_Halimeh_Hansmeier_zur Heiden_Kundisch_Müller_Müller_Oberthür_et al._2025, place={Universität Paderborn, SICP}, title={Positionspapier Use Case 1: Vernetzte Kulturplattformen}, author={Althaus, Maike and Beverungen, Daniel and Flath, Beate and Halimeh, Haya and Hansmeier, Philipp and zur Heiden, Philipp and Kundisch, Dennis and Müller, Michelle and Müller, Oliver and Oberthür, Simon and et al.}, year={2025} }","apa":"Althaus, M., Beverungen, D., Flath, B., Halimeh, H., Hansmeier, P., zur Heiden, P., Kundisch, D., Müller, M., Müller, O., Oberthür, S., Vorbohle, C., Momen Pour Tafreshi, M., Mauß, S., Mücke, A., Müller, J., Peter, M., Schmitt-Chandon, A., Sellerberg, K., & Steinhäuser, M. (2025). Positionspapier Use Case 1: Vernetzte Kulturplattformen.","ieee":"M. Althaus et al., Positionspapier Use Case 1: Vernetzte Kulturplattformen. Universität Paderborn, SICP, 2025.","chicago":"Althaus, Maike, Daniel Beverungen, Beate Flath, Haya Halimeh, Philipp Hansmeier, Philipp zur Heiden, Dennis Kundisch, et al. Positionspapier Use Case 1: Vernetzte Kulturplattformen. Universität Paderborn, SICP, 2025.","short":"M. Althaus, D. Beverungen, B. Flath, H. Halimeh, P. Hansmeier, P. zur Heiden, D. Kundisch, M. Müller, O. Müller, S. Oberthür, C. Vorbohle, M. Momen Pour Tafreshi, S. Mauß, A. Mücke, J. Müller, M. Peter, A. Schmitt-Chandon, K. Sellerberg, M. Steinhäuser, Positionspapier Use Case 1: Vernetzte Kulturplattformen, Universität Paderborn, SICP, 2025."}},{"publisher":"Springer Nature Switzerland","_id":"59182","language":[{"iso":"eng"}],"doi":"10.1007/978-3-031-80125-9","user_id":"21671","alternative_title":["Proceedings of the 18th International Conference on Wirtschaftsinformatik, Paderborn, Germany, 2023, Vol. 3"],"editor":[{"full_name":"Beverungen, Daniel","first_name":"Daniel","last_name":"Beverungen","id":"59677"},{"full_name":"Lehrer, Christiane","last_name":"Lehrer","first_name":"Christiane"},{"id":"72744","first_name":"Matthias","last_name":"Trier","full_name":"Trier, Matthias"}],"year":"2025","status":"public","title":"Transforming the Digitally Sustainable Enterprise","publication_identifier":{"issn":["2195-4968","2195-4976"],"isbn":["9783031801242","9783031801259"]},"date_updated":"2025-03-28T14:54:46Z","publication_status":"published","place":"Cham","date_created":"2025-03-28T14:53:09Z","type":"book_editor","department":[{"_id":"526"}],"citation":{"ama":"Beverungen D, Lehrer C, Trier M, eds. 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Cham: Springer Nature Switzerland, 2025."}},{"_id":"59287","language":[{"iso":"eng"}],"publisher":"Springer Nature Switzerland","editor":[{"full_name":"Beverungen, Daniel","first_name":"Daniel","last_name":"Beverungen","id":"59677"},{"full_name":"Lehrer, Christiane","last_name":"Lehrer","first_name":"Christiane"},{"full_name":"Trier, Matthias","last_name":"Trier","first_name":"Matthias","id":"72744"}],"alternative_title":["Proceedings of the 18th International Conference on Wirtschaftsinformatik, Paderborn, Germany, 2023, Vol. 2"],"user_id":"21671","doi":"10.1007/978-3-031-80122-8","publication_identifier":{"issn":["2195-4968","2195-4976"],"isbn":["9783031801211","9783031801228"]},"status":"public","year":"2025","title":"Solutions and Technologies for Responsible Digitalization","publication_status":"published","date_updated":"2025-04-03T08:17:32Z","date_created":"2025-04-03T08:16:56Z","place":"Cham","department":[{"_id":"526"}],"type":"book_editor","citation":{"mla":"Beverungen, Daniel, et al., editors. 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However, anecdotal evidence and recent case studies show that these aspects do not always align, and the business process management community is only beginning to investigate the mechanisms generating mismatches between process execution and event data. This study aims to identify the role of workarounds goal-directed deviations from standard processes performed by process participants to overcome obstacles– in this context. Through an inductive multiple case study of 13 workarounds in four organizations, three mismatch categories between event logs and real-world process execution related to workarounds are identified and explored. This study contributes to the literature by describing how workarounds can act as mechanisms that cause mismatches between process execution and event data, adding to the discussion on process drift and workaround mining. Furthermore, exploring the mismatch categories offers insights for practitioners and researchers on how to handle and interpret data quality issues in event data.","lang":"eng"}],"publication":"Business & Information Systems Engineering","citation":{"bibtex":"@article{Bartelheimer_Löhr_Reineke_Aßbrock_Beverungen_2025, title={Workarounds as a Cause of Mismatches in Business Processes—Insights from a Multiple Case Study}, DOI={10.1007/s12599-025-00943-5}, journal={Business & Information Systems Engineering}, publisher={Springer Science and Business Media LLC}, author={Bartelheimer, Christian and Löhr, Bernd and Reineke, Malte Fabian and Aßbrock, Agnes and Beverungen, Daniel}, year={2025} }","ama":"Bartelheimer C, Löhr B, Reineke MF, Aßbrock A, Beverungen D. Workarounds as a Cause of Mismatches in Business Processes—Insights from a Multiple Case Study. Business & Information Systems Engineering. 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B. Kaltenpoth, A. M. Skolik, O. Müller, and D. Beverungen, “A Step Towards Cognitive Automation: Integrating LLM Agents with Process Rules,” presented at the 23rd International Conference on Business Process Management, Sevilla, 2025, doi: 10.1007/978-3-032-02867-9_19.","mla":"Kaltenpoth, Sascha Benjamin, et al. “A Step Towards Cognitive Automation: Integrating LLM Agents with Process Rules.” Lecture Notes in Computer Science, Springer Nature Switzerland, 2025, doi:10.1007/978-3-032-02867-9_19.","apa":"Kaltenpoth, S. B., Skolik, A. M., Müller, O., & Beverungen, D. (2025). A Step Towards Cognitive Automation: Integrating LLM Agents with Process Rules. 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A Step Towards Cognitive Automation: Integrating LLM Agents with Process Rules. In: Lecture Notes in Computer Science. Springer Nature Switzerland; 2025. doi:10.1007/978-3-032-02867-9_19","short":"S.B. Kaltenpoth, A.M. Skolik, O. Müller, D. 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Such systemsare essential for businesses seeking trustworthy partners, as they help reduce infor-mation asymmetry, lower buyers’ transaction risks, and allow high-quality serviceproviders to justify premium pricing. Unlike traditional review-based systems in thebusiness-to-consumer (B2C) context, we propose a B2B reputation mechanism inwhich buyers commit to a rating payment before a transaction. Once the buyer final-izes the rating, this payment is executed and recorded on a blockchain as an immu-table, secure ledger. Our system mimics natural trust-building mechanisms with rat-ings that are (1) monetary-based, (2) stake-based, (3) non-aggregated, (4) involvecounter-ratings, (5) selectively sellable, (6) individually comparable, (7) stored ona blockchain, (8) and monitored by a third instance. This system provides a novelapproach to fostering trust in B2B transactions by reducing information asymme-try and transaction risk. We illustrate the mechanism’s application in the consultingsector. Our analysis has identified 23 institutional trust and distrust dimensions thatpromote establishing institutional trust through the proposed mechanism. Qualita-tive interviews suggest that, while complex and challenging to apply, this mecha-nism can foster trust in B2B transactions. Given the low maturity in the applicationdomain—rating professional business services with business reputation systems—and solution domain—using monetary stakes for ratings, this system stands as apotential invention."}],"publication":"Information Systems and e-Business Management","issue":"1","department":[{"_id":"195"}],"type":"journal_article","keyword":["Information asymmetry","Trust","Reputation system","Monetary rating","Blockchain","Consulting"],"date_created":"2025-05-28T08:12:28Z","file":[{"creator":"hemmrich","date_created":"2025-05-28T08:05:18Z","relation":"main_file","date_updated":"2025-05-28T08:05:18Z","file_name":"Hemmrich_et_al-2025-Information_Systems_and_e-Business_Management.pdf","file_size":1440251,"access_level":"closed","file_id":"60051","success":1,"content_type":"application/pdf"}],"intvolume":" 23","article_type":"original","date_updated":"2026-04-02T04:32:13Z","publication_status":"published","author":[{"full_name":"Hemmrich, Simon","last_name":"Hemmrich","first_name":"Simon","id":"83557"},{"last_name":"Nissen","first_name":"Volker","full_name":"Nissen, Volker"},{"last_name":"Beverungen","first_name":"Daniel","full_name":"Beverungen, Daniel","id":"59677"},{"full_name":"Pauls, Josias Daniel Miño","first_name":"Josias Daniel Miño","last_name":"Pauls"}],"title":"Blockchain‑based reputation systemsfor business‑to‑business services: designing a reputation mechanism to reduce information asymmetry in professional consulting","year":"2025","doi":"https://doi.org/10.1007/s10257-025-00702-9","language":[{"iso":"eng"}],"main_file_link":[{"url":"https://link.springer.com/epdf/10.1007/s10257-025-00702-9?sharing_token=fOiWqZx_ScKFAKjxu5UqWPe4RwlQNchNByi7wbcMAY6mjxpZFPB3OtpVT0rAZf9eEBt3_qXIVcZ67l3R9JVYasmuCsIimzE-xfP0N5Rimun248j0jFOnL1eBu4rypKSDFnbmR3kJ5xx-HLnCXvPvQPwpm09qOkS9GSNsiG-du60%3D","open_access":"1"}],"quality_controlled":"1","citation":{"ama":"Hemmrich S, Nissen V, Beverungen D, Pauls JDM. 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Designing taxi ridesharing systems with shared pick-up and drop-off locations: Insights from a computational study. Transportation Research Part A: Policy and Practice. Published online 2024.","ieee":"M. Stumpe, P. Dieter, G. Schryen, O. Müller, and D. Beverungen, “Designing taxi ridesharing systems with shared pick-up and drop-off locations: Insights from a computational study,” Transportation Research Part A: Policy and Practice, 2024.","apa":"Stumpe, M., Dieter, P., Schryen, G., Müller, O., & Beverungen, D. (2024). Designing taxi ridesharing systems with shared pick-up and drop-off locations: Insights from a computational study. Transportation Research Part A: Policy and Practice.","chicago":"Stumpe, Miriam, Peter Dieter, Guido Schryen, Oliver Müller, and Daniel Beverungen. “Designing Taxi Ridesharing Systems with Shared Pick-up and Drop-off Locations: Insights from a Computational Study.” Transportation Research Part A: Policy and Practice, 2024.","short":"M. Stumpe, P. Dieter, G. Schryen, O. Müller, D. Beverungen, Transportation Research Part A: Policy and Practice (2024)."},"publication":"Transportation Research Part A: Policy and Practice","file_date_updated":"2024-04-02T12:10:18Z"},{"citation":{"apa":"Beverungen, D., Dumitrescu, R., Kühn, A., & Plass, C. (Eds.). (2024). Digitale Plattformen im industriellen Mittelstand. Springer Berlin Heidelberg. https://doi.org/10.1007/978-3-662-68116-9","ieee":"D. Beverungen, R. Dumitrescu, A. Kühn, and C. Plass, Eds., Digitale Plattformen im industriellen Mittelstand. Berlin, Heidelberg: Springer Berlin Heidelberg, 2024.","short":"D. Beverungen, R. Dumitrescu, A. Kühn, C. Plass, eds., Digitale Plattformen Im Industriellen Mittelstand, Springer Berlin Heidelberg, Berlin, Heidelberg, 2024.","chicago":"Beverungen, Daniel, Roman Dumitrescu, Arno Kühn, and Christoph Plass, eds. Digitale Plattformen Im Industriellen Mittelstand. Berlin, Heidelberg: Springer Berlin Heidelberg, 2024. https://doi.org/10.1007/978-3-662-68116-9.","mla":"Beverungen, Daniel, et al., editors. Digitale Plattformen Im Industriellen Mittelstand. Springer Berlin Heidelberg, 2024, doi:10.1007/978-3-662-68116-9.","ama":"Beverungen D, Dumitrescu R, Kühn A, Plass C, eds. Digitale Plattformen Im Industriellen Mittelstand. 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The Value of Reputation Systems in Business Contexts – A Qualitative Study Taking the View of Buyers. In: Proceedings of the 57th Hawaii International Conference on System Sciences (HICSS 2024). ; 2024.","ieee":"S. Hemmrich, J. M. Schäfer, P. Hansmeier, and D. Beverungen, “The Value of Reputation Systems in Business Contexts – A Qualitative Study Taking the View of Buyers,” Honolulu, 2024.","apa":"Hemmrich, S., Schäfer, J. M., Hansmeier, P., & Beverungen, D. (2024). The Value of Reputation Systems in Business Contexts – A Qualitative Study Taking the View of Buyers. Proceedings of the 57th Hawaii International Conference on System Sciences (HICSS 2024).","chicago":"Hemmrich, Simon, Jannika Marie Schäfer, Philipp Hansmeier, and Daniel Beverungen. “The Value of Reputation Systems in Business Contexts – A Qualitative Study Taking the View of Buyers.” In Proceedings of the 57th Hawaii International Conference on System Sciences (HICSS 2024), 2024.","short":"S. Hemmrich, J.M. Schäfer, P. Hansmeier, D. Beverungen, in: Proceedings of the 57th Hawaii International Conference on System Sciences (HICSS 2024), 2024."},"publication":"Proceedings of the 57th Hawaii International Conference on System Sciences (HICSS 2024)","user_id":"55603","_id":"50296","language":[{"iso":"eng"}],"date_updated":"2024-05-27T07:54:03Z","conference":{"location":"Honolulu"},"author":[{"first_name":"Simon","last_name":"Hemmrich","full_name":"Hemmrich, Simon","id":"83557"},{"full_name":"Schäfer, Jannika Marie","last_name":"Schäfer","first_name":"Jannika Marie"},{"first_name":"Philipp","last_name":"Hansmeier","full_name":"Hansmeier, Philipp","id":"55603"},{"id":"59677","full_name":"Beverungen, Daniel","first_name":"Daniel","last_name":"Beverungen"}],"title":"The Value of Reputation Systems in Business Contexts – A Qualitative Study Taking the View of Buyers","status":"public","year":"2024"},{"language":[{"iso":"eng"}],"_id":"54916","main_file_link":[{"url":"https://www.researchgate.net/profile/Simon-Hemmrich-3/publication/374550987_The_Value_of_Reputation_Systems_in_Business_Contexts_-A_Qualitative_Study_Taking_the_View_of_Buyers/links/652406723ab6cb4ec6d01951/The-Value-of-Reputation-Systems-in-Business-Contexts-A-Qualitative-Study-Taking-the-View-of-Buyers.pdf"}],"user_id":"74374","conference":{"end_date":"2024-01-06","name":"Hawaii International Conference on System Sciences 2024","start_date":"2024-01-03","location":"Honolulu"},"author":[{"id":"83557","full_name":"Hemmrich, Simon","last_name":"Hemmrich","first_name":"Simon"},{"id":"74374","full_name":"Schäfer, Jannika Marie","last_name":"Schäfer","first_name":"Jannika Marie"},{"id":"55603","full_name":"Hansmeier, Philipp","first_name":"Philipp","last_name":"Hansmeier"},{"id":"59677","last_name":"Beverungen","first_name":"Daniel","full_name":"Beverungen, Daniel"}],"title":"The Value of Reputation Systems in Business Contexts–A Qualitative Study Taking the View of Buyers","year":"2024","status":"public","date_updated":"2024-06-27T10:01:29Z","publication_status":"published","date_created":"2024-06-27T09:52:26Z","department":[{"_id":"195"}],"keyword":["Electronic Marketing","business-to-business","new design approach","reputation systems","value for buyers."],"type":"conference","citation":{"ieee":"S. Hemmrich, J. M. Schäfer, P. Hansmeier, and D. Beverungen, “The Value of Reputation Systems in Business Contexts–A Qualitative Study Taking the View of Buyers,” presented at the Hawaii International Conference on System Sciences 2024, Honolulu, 2024.","apa":"Hemmrich, S., Schäfer, J. M., Hansmeier, P., & Beverungen, D. (2024). The Value of Reputation Systems in Business Contexts–A Qualitative Study Taking the View of Buyers. Proceedings of the 57th Hawaii International Conference on System Sciences. Hawaii International Conference on System Sciences 2024, Honolulu.","short":"S. Hemmrich, J.M. Schäfer, P. Hansmeier, D. Beverungen, in: Proceedings of the 57th Hawaii International Conference on System Sciences, 2024.","chicago":"Hemmrich, Simon, Jannika Marie Schäfer, Philipp Hansmeier, and Daniel Beverungen. “The Value of Reputation Systems in Business Contexts–A Qualitative Study Taking the View of Buyers.” In Proceedings of the 57th Hawaii International Conference on System Sciences, 2024.","mla":"Hemmrich, Simon, et al. “The Value of Reputation Systems in Business Contexts–A Qualitative Study Taking the View of Buyers.” Proceedings of the 57th Hawaii International Conference on System Sciences, 2024.","bibtex":"@inproceedings{Hemmrich_Schäfer_Hansmeier_Beverungen_2024, title={The Value of Reputation Systems in Business Contexts–A Qualitative Study Taking the View of Buyers}, booktitle={Proceedings of the 57th Hawaii International Conference on System Sciences}, author={Hemmrich, Simon and Schäfer, Jannika Marie and Hansmeier, Philipp and Beverungen, Daniel}, year={2024} }","ama":"Hemmrich S, Schäfer JM, Hansmeier P, Beverungen D. The Value of Reputation Systems in Business Contexts–A Qualitative Study Taking the View of Buyers. In: Proceedings of the 57th Hawaii International Conference on System Sciences. ; 2024."},"publication":"Proceedings of the 57th Hawaii International Conference on System Sciences","abstract":[{"lang":"eng","text":"Reputation systems for companies to rate each other's performance are largely unexplored in research and hardly available in practice. However, these systems are relevant for prospective buyers to find a trustworthy seller. This observation applies especially to short-lived business relationships where fulfilling the performance promise is subject to a high degree of uncertainty. This paper explores the value of a reputation system for a business-to-business (B2B) context and focuses on three novel solutions for designing reputation systems. These solutions include selling ratings, conducting ratings as payments, and employing a counter-rating mechanism. We interview buyers to fathom the added value of these solutions in different contexts. Our findings suggest that such a system is useful for companies acting in less transparent markets and also helps when companies already have a good market overview. Depending on the market conditions and business context, the perceived value of the proposed system varies."}]}]