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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
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    References listed on IDEAS

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    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

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