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The contribution of Smart Glasses for PSS

Author

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  • Lucas Santos Dalenogare

    (G-SCOP_CC - Conception collaborative - G-SCOP - Laboratoire des sciences pour la conception, l'optimisation et la production - Grenoble INP - Institut polytechnique de Grenoble - Grenoble Institute of Technology - CNRS - Centre National de la Recherche Scientifique - UGA [2016-2019] - Université Grenoble Alpes [2016-2019])

  • Marie-Anne Le Dain

    (G-SCOP_CC - Conception collaborative - G-SCOP - Laboratoire des sciences pour la conception, l'optimisation et la production - Grenoble INP - Institut polytechnique de Grenoble - Grenoble Institute of Technology - CNRS - Centre National de la Recherche Scientifique - UGA [2016-2019] - Université Grenoble Alpes [2016-2019])

  • Néstor Fabián Ayala

    (UFRGS - Universidade Federal do Rio Grande do Sul [Porto Alegre])

  • Alejandro Germán Frank

    (UFRGS - Universidade Federal do Rio Grande do Sul [Porto Alegre])

Abstract

Servitization is considered as a strategic option for manufacturers who need to develop higher-value offering. As a result, a manufacturer can include service to its product offer, in order to obtain different types of product service-systems (PSS). Several companies have been relying on digital technologies to enhance the PSS, especially those that allow data collection and sharing. Smart Glasses are one of the wearables digital tools that can provide more advanced service solutions. However, this technology is still emerging and, therefore, empirical research on its use for servitization is still scarce in the literature. Thus, this paper aims to provide empirical evidences of the contribution of Smart Glasses for the provision of maintenance services in manufacturing companies, as a part of the PSS offer. Using a case study approach, we analyze in a multinational manufacturer of elevators the difference in performance of maintenance technicians before and after adopting the use of Smart Glasses. The assessment is made by means of operational and managerial perceptions provided through semi-structured interviews. Our findings show that the performance of almost half of the technicians was improved with the use of Smart Glasses, however some technicians had a decreased performance. The technology was more effective for technicians with less experience in maintenance services. Other external factors, as the aptitude for the technology, were relevant for the evolution in performance of these operators. Our results provide initial evidence that Smart Glasses can support the development of PSS, supporting a more advanced service offering.

Suggested Citation

  • Lucas Santos Dalenogare & Marie-Anne Le Dain & Néstor Fabián Ayala & Alejandro Germán Frank, 2019. "The contribution of Smart Glasses for PSS," Post-Print hal-02337473, HAL.
    • Handle: RePEc:hal:journl:hal-02337473
    DOI: 10.1016/j.procir.2019.03.307
    Note: View the original document on HAL open archive server: https://hal.science/hal-02337473
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    References listed on IDEAS

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    8. Dalenogare, Lucas Santos & Benitez, Guilherme Brittes & Ayala, Néstor Fabián & Frank, Alejandro Germán, 2018. "The expected contribution of Industry 4.0 technologies for industrial performance," International Journal of Production Economics, Elsevier, vol. 204(C), pages 383-394.
    9. Frank, Alejandro G. & Mendes, Glauco H.S. & Ayala, Néstor F. & Ghezzi, Antonio, 2019. "Servitization and Industry 4.0 convergence in the digital transformation of product firms: A business model innovation perspective," Technological Forecasting and Social Change, Elsevier, vol. 141(C), pages 341-351.
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    1. Irina Maiorescu & Mihaela Bucur & Bogdan Georgescu & Daniel Moise & Vasile Alecsandru Strat & Ion Daniel Zgură, 2020. "Social Media and IOT Wearables in Developing Marketing Strategies. Do SMEs Differ From Large Enterprises?," Sustainability, MDPI, vol. 12(18), pages 1-18, September.
    2. Benitez, Guilherme Brittes & Ghezzi, Antonio & Frank, Alejandro G., 2023. "When technologies become Industry 4.0 platforms: Defining the role of digital technologies through a boundary-spanning perspective," International Journal of Production Economics, Elsevier, vol. 260(C).
    3. Dalenogare, Lucas Santos & Le Dain, Marie-Anne & Benitez, Guilherme B. & Ayala, Néstor F. & Frank, Alejandro G., 2022. "Multichannel digital service delivery and service ecosystems: The role of data integration within Smart Product-Service Systems," Technological Forecasting and Social Change, Elsevier, vol. 183(C).
    4. Meindl, Benjamin & Ayala, Néstor Fabián & Mendonça, Joana & Frank, Alejandro G., 2021. "The four smarts of Industry 4.0: Evolution of ten years of research and future perspectives," Technological Forecasting and Social Change, Elsevier, vol. 168(C).
    5. Kolagar, Milad & Parida, Vinit & Sjödin, David, 2022. "Ecosystem transformation for digital servitization: A systematic review, integrative framework, and future research agenda," Journal of Business Research, Elsevier, vol. 146(C), pages 176-200.

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