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An Integrative Quality Framework for Developing Industrial Smart Services

Author

Listed:
  • Jens Neuhüttler

    (Fraunhofer Institute for Industrial Engineering IAO, 70569 Stuttgart, Baden-Württemberg, Germany)

  • Walter Ganz

    (Fraunhofer Institute for Industrial Engineering IAO, 70569 Stuttgart, Baden-Württemberg, Germany)

  • Dieter Spath

    (Fraunhofer Institute for Industrial Engineering IAO, 70569 Stuttgart, Baden-Württemberg, Germany)

Abstract

Data collected in the Internet of Things offers new opportunities for manufacturing companies to innovate and differentiate their increasingly significant service business. Developing these industrial smart services is a new and complex task that challenges manufacturing companies in many regards. One core issue is to design concepts and offers in a way that customers perceive a high value and accept the collection of sensible data. However, academic research on industrial smart services is still in its infancy and contributes only little knowledge about customer expectations and requirements. Understanding how customers perceive quality of smart services and which determinants influence these perceptions can support manufacturing companies in developing their offers successfully. In this regard, our paper provides an integrative framework for understanding and structuring quality perceptions of industrial smart services. The framework integrates quality categories of existing concepts in related research fields (e.g., digital services, personal services or technologies) and introduces new insights gained from a qualitative study among 20 academic experts. The structure of the framework and relevant categories of quality perceptions are explained in detail.

Suggested Citation

  • Jens Neuhüttler & Walter Ganz & Dieter Spath, 2019. "An Integrative Quality Framework for Developing Industrial Smart Services," Service Science, INFORMS, vol. 11(3), pages 157-171, October.
    • Handle: RePEc:inm:orserv:v:11:y:2019:i:3:p:157-171
    DOI: 10.1287/serv.2019.0242
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    References listed on IDEAS

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    1. Birch-Jensen, Andrea & Gremyr, Ida & Halldórsson, Árni, 2020. "Digitally connected services: Improvements through customer-initiated feedback," European Management Journal, Elsevier, vol. 38(5), pages 814-825.

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