Conceptualizing smart service systems

D. Beverungen, O. Müller, M. Matzner, J. Mendling, J. vom Brocke, Electronic Markets 29 (2019) 7–18.

Restricted Beverungen_et_al-Conceptualizing_Smart_Service_Systems.pdf 599.68 KB
Journal Article | Published | English
Beverungen, DanielLibreCat; Müller, OliverLibreCat; Matzner, Martin; Mendling, Jan; vom Brocke, Jan
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.
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Electronic Markets

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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
Beverungen, D., Müller, O., Matzner, M., Mendling, J., & vom Brocke, J. (2019). Conceptualizing smart service systems. Electronic Markets, 29, 7–18.
@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} }
Beverungen, Daniel, Oliver Müller, Martin Matzner, Jan Mendling, and Jan vom Brocke. “Conceptualizing Smart Service Systems.” Electronic Markets 29 (2019): 7–18.
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.
Beverungen, Daniel, et al. “Conceptualizing Smart Service Systems.” Electronic Markets, vol. 29, SpringerNature, 2019, pp. 7–18, doi:10.1007/s12525-017-0270-5.
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