---
_id: '4684'
abstract:
- lang: eng
  text: 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.
article_type: original
author:
- first_name: Daniel
  full_name: Beverungen, Daniel
  id: '59677'
  last_name: Beverungen
- first_name: Oliver
  full_name: Müller, Oliver
  id: '72849'
  last_name: Müller
- first_name: Martin
  full_name: Matzner, Martin
  last_name: Matzner
- first_name: Jan
  full_name: Mendling, Jan
  last_name: Mendling
- first_name: Jan
  full_name: vom Brocke, Jan
  last_name: vom Brocke
citation:
  ama: Beverungen D, Müller O, Matzner M, Mendling J, vom Brocke J. Conceptualizing
    smart service systems. <i>Electronic Markets</i>. 2019;29:7-18. doi:<a href="https://doi.org/10.1007/s12525-017-0270-5">10.1007/s12525-017-0270-5</a>
  apa: Beverungen, D., Müller, O., Matzner, M., Mendling, J., &#38; vom Brocke, J.
    (2019). Conceptualizing smart service systems. <i>Electronic Markets</i>, <i>29</i>,
    7–18. <a href="https://doi.org/10.1007/s12525-017-0270-5">https://doi.org/10.1007/s12525-017-0270-5</a>
  bibtex: '@article{Beverungen_Müller_Matzner_Mendling_vom Brocke_2019, title={Conceptualizing
    smart service systems}, volume={29}, DOI={<a href="https://doi.org/10.1007/s12525-017-0270-5">10.1007/s12525-017-0270-5</a>},
    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} }'
  chicago: 'Beverungen, Daniel, Oliver Müller, Martin Matzner, Jan Mendling, and Jan
    vom Brocke. “Conceptualizing Smart Service Systems.” <i>Electronic Markets</i>
    29 (2019): 7–18. <a href="https://doi.org/10.1007/s12525-017-0270-5">https://doi.org/10.1007/s12525-017-0270-5</a>.'
  ieee: 'D. Beverungen, O. Müller, M. Matzner, J. Mendling, and J. vom Brocke, “Conceptualizing
    smart service systems,” <i>Electronic Markets</i>, vol. 29, pp. 7–18, 2019, doi:
    <a href="https://doi.org/10.1007/s12525-017-0270-5">10.1007/s12525-017-0270-5</a>.'
  mla: Beverungen, Daniel, et al. “Conceptualizing Smart Service Systems.” <i>Electronic
    Markets</i>, vol. 29, SpringerNature, 2019, pp. 7–18, doi:<a href="https://doi.org/10.1007/s12525-017-0270-5">10.1007/s12525-017-0270-5</a>.
  short: D. Beverungen, O. Müller, M. Matzner, J. Mendling, J. vom Brocke, Electronic
    Markets 29 (2019) 7–18.
date_created: 2018-10-12T08:24:45Z
date_updated: 2024-04-18T12:55:05Z
ddc:
- '380'
department:
- _id: '195'
doi: 10.1007/s12525-017-0270-5
file:
- access_level: closed
  content_type: application/pdf
  creator: dabe
  date_created: 2024-04-18T12:53:07Z
  date_updated: 2024-04-18T12:53:07Z
  file_id: '53575'
  file_name: Beverungen_et_al-Conceptualizing_Smart_Service_Systems.pdf
  file_size: 599681
  relation: main_file
  success: 1
file_date_updated: 2024-04-18T12:53:07Z
has_accepted_license: '1'
intvolume: '        29'
jel:
- L8
keyword:
- Boundary object
- Internet of things
- Service science
- Smart products
- Smart service
language:
- iso: eng
page: 7-18
project:
- _id: '1070'
  call_identifier: MSCA-RISE-2014
  grant_number: '645751'
  name: 'RISE_BPM: Propelling Business Process Management by Research and Innovation
    Staff Exchange'
publication: Electronic Markets
publication_identifier:
  issn:
  - '14228890'
publication_status: published
publisher: SpringerNature
quality_controlled: '1'
status: public
title: Conceptualizing smart service systems
type: journal_article
user_id: '59677'
volume: 29
year: '2019'
...