IDEAS home Printed from https://ideas.repec.org/a/spr/elmark/v29y2019i1d10.1007_s12525-017-0270-5.html
   My bibliography  Save this article

Conceptualizing smart service systems

Author

Listed:
  • Daniel Beverungen

    (Paderborn University)

  • Oliver Müller

    (IT University of Copenhagen)

  • Martin Matzner

    (University of Erlangen-Nürnberg)

  • Jan Mendling

    (Vienna University of Economics and Business)

  • Jan Brocke

    (University of Liechtenstein)

Abstract

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.

Suggested Citation

  • Daniel Beverungen & Oliver Müller & Martin Matzner & Jan Mendling & Jan Brocke, 2019. "Conceptualizing smart service systems," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(1), pages 7-18, March.
    • Handle: RePEc:spr:elmark:v:29:y:2019:i:1:d:10.1007_s12525-017-0270-5
    DOI: 10.1007/s12525-017-0270-5
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s12525-017-0270-5
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s12525-017-0270-5?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Williamson, Oliver E, 1979. "Transaction-Cost Economics: The Governance of Contractural Relations," Journal of Law and Economics, University of Chicago Press, vol. 22(2), pages 233-261, October.
    2. Markus C. Becker, 2004. "Organizational routines: a review of the literature," Industrial and Corporate Change, Oxford University Press and the Associazione ICC, vol. 13(4), pages 643-678, August.
    3. Paul R. Carlile, 2002. "A Pragmatic View of Knowledge and Boundaries: Boundary Objects in New Product Development," Organization Science, INFORMS, vol. 13(4), pages 442-455, August.
    4. Stephen L. Vargo & Robert F. Lusch, 2016. "Institutions and axioms: an extension and update of service-dominant logic," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 5-23, January.
    5. Daniel Beverungen, 2014. "Exploring the Interplay of the Design and Emergence of Business Processes as Organizational Routines," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 6(4), pages 191-202, August.
    6. Felix Wortmann & Kristina Flüchter, 2015. "Internet of Things," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 57(3), pages 221-224, June.
    7. Markus C. Becker, 2004. "Organizational routines : a review of the literature," Post-Print hal-00279010, HAL.
    8. Brian T. Pentland, 2003. "Conceptualizing and Measuring Variety in the Execution of Organizational Work Processes," Management Science, INFORMS, vol. 49(7), pages 857-870, July.
    9. Marcel Papert & Alexander Pflaum, 2017. "Development of an Ecosystem Model for the Realization of Internet of Things (IoT) Services in Supply Chain Management," Electronic Markets, Springer;IIM University of St. Gallen, vol. 27(2), pages 175-189, May.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Guo, Jingjing & Guo, Bin & Zhou, Jianghua & Wu, Xiaobo, 2020. "How does the ambidexterity of technological learning routine affect firm innovation performance within industrial clusters? The moderating effects of knowledge attributes," Technological Forecasting and Social Change, Elsevier, vol. 155(C).
    2. Jie Mein Goh & Guodong (Gordon) Gao & Ritu Agarwal, 2011. "Evolving Work Routines: Adaptive Routinization of Information Technology in Healthcare," Information Systems Research, INFORMS, vol. 22(3), pages 565-585, September.
    3. Dehua Gao & Flaminio Squazzoni & Xiuquan Deng, 2018. "The role of cognitive artifacts in organizational routine dynamics: an agent-based model," Computational and Mathematical Organization Theory, Springer, vol. 24(4), pages 473-499, December.
    4. Guha, Mahua & Das, Gopal, 2017. "Routine contraction in good times: An example of a typical prototype development routine," Journal of Business Research, Elsevier, vol. 70(C), pages 145-152.
    5. Mickaël David & Frantz Rowe, 2015. "Enterprise Systems Contribution to Organizational Routines Evolution Potential [Le rôle des systèmes d’information d’entreprise dans l’évolutivité des routines organisationnelles]," Post-Print hal-01559512, HAL.
    6. Yukika Awazu & Stefania Mariano & Sue Newell, 2019. "The mediating role of artifacts in position practice at work: Examples from a project-based context," Post-Print hal-02110757, HAL.
    7. Paul Spee & Paula Jarzabkowski & Michael Smets, 2016. "The Influence of Routine Interdependence and Skillful Accomplishment on the Coordination of Standardizing and Customizing," Organization Science, INFORMS, vol. 27(3), pages 759-781, June.
    8. Becker, Markus C. & Zirpoli, Francesco, 2008. "Applying organizational routines in analyzing the behavior of organizations," Journal of Economic Behavior & Organization, Elsevier, vol. 66(1), pages 128-148, April.
    9. Gilstrap, J. Bruce & Hart, Timothy A., 2020. "How employee behaviors effect organizational change and stability," Journal of Business Research, Elsevier, vol. 109(C), pages 120-131.
    10. Gopesh Anand & John Gray & Enno Siemsen, 2012. "Decay, Shock, and Renewal: Operational Routines and Process Entropy in the Pharmaceutical Industry," Organization Science, INFORMS, vol. 23(6), pages 1700-1716, December.
    11. Andreas Blume & April Mitchell Franco & Paul Heidhues, 2021. "Dynamic coordination via organizational routines," Economic Theory, Springer;Society for the Advancement of Economic Theory (SAET), vol. 72(4), pages 1001-1047, November.
    12. Nicholas Bloom & Christos Genakos & Raffaella Sadun & John Van Reenen, 2011. "Management Practices Across Firms and Countries," CEP Discussion Papers dp1109, Centre for Economic Performance, LSE.
    13. Luoma, Jukka, 2016. "Model-based organizational decision making: A behavioral lens," European Journal of Operational Research, Elsevier, vol. 249(3), pages 816-826.
    14. Ahrum Chang, 2022. "A formal model of street-level bureaucracy," Rationality and Society, , vol. 34(1), pages 6-27, February.
    15. Pablo A. Celhay & Paul J. Gertler & Paula Giovagnoli & Christel Vermeersch, 2019. "Long-Run Effects of Temporary Incentives on Medical Care Productivity," American Economic Journal: Applied Economics, American Economic Association, vol. 11(3), pages 92-127, July.
    16. Bénédicte Reynaud, 2005. "The void at the heart of rules: Routines in the context of rule-following," PSE Working Papers halshs-00590855, HAL.
    17. Schmidt, Heiko M. & Santamaria-Alvarez, Sandra Milena, 2022. "Routines in International Business: A semi-systematic review of the concept," Journal of International Management, Elsevier, vol. 28(2).
    18. Fulvio Castellacci, 2007. "Technological regimes and sectoral differences in productivity growth ," Industrial and Corporate Change, Oxford University Press and the Associazione ICC, vol. 16(6), pages 1105-1145, December.
    19. Niels Stijn & Frank J. Rijnsoever & Martine Veelen, 2018. "Exploring the motives and practices of university–start-up interaction: evidence from Route 128," The Journal of Technology Transfer, Springer, vol. 43(3), pages 674-713, June.
    20. Félix-Fernando Muñoz & María-Isabel Encinar, 2019. "Some elements for a definition of an evolutionary efficiency criterion," Journal of Evolutionary Economics, Springer, vol. 29(3), pages 919-937, July.

    More about this item

    Keywords

    Smart service; Smart products; Internet of things; Service science; Boundary object;
    All these keywords.

    JEL classification:

    • L8 - Industrial Organization - - Industry Studies: Services
    • O3 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:elmark:v:29:y:2019:i:1:d:10.1007_s12525-017-0270-5. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.