Quotation Beverungen, Daniel, Müller, Oliver, Matzner, Martin, Mendling, Jan, vom Brocke, Jan. 2019. Conceptualizing smart service systems. Electronic Markets (em). 29 (1), 7-18.




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.


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Publication's profile

Status of publication Published
Affiliation WU
Type of publication Journal article
Journal Electronic Markets (em)
Citation Index SSCI
WU-Journal-Rating new INF-A, STRAT-B, WH-B
Language English
Title Conceptualizing smart service systems.
Volume 29
Number 1
Year 2019
Page from 7
Page to 18
Reviewed? Y
URL https://link.springer.com/article/10.1007%2Fs12525-017-0270-5
DOI http://dx.doi.org/10.1007/s12525-017-0270-5
Open Access Y
Open Access Link https://link.springer.com/article/10.1007%2Fs12525-017-0270-5


Mendling, Jan (Details)
Beverungen, Daniel (Universität Paderborn, Germany)
Matzner, Martin (Friedrich-Alexander Universität Erlangen-Nürnberg, Germany)
Müller, Oliver (Universität Paderborn, Germany)
vom Brocke, Jan (Universität Liechtenstein, Liechtenstein)
Institute for Data, Process and Knowledge Management (AE Sabou) (Details)
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