Towards a Better Understanding of Smart Services - A Cross-Disciplinary Investigation

Ana Kustrak Korper*, Maren Purrman, Kristina Heinonen, Werner Kunz

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

1 Citation (Scopus)


Leveraging new technology to advance smart service is a key service research priority. Such technologies enable smart interactions that address customers’ needs in a more meaningful way. Thus, they have a profound effect not only on customer experience but also on streamlining future service offerings, business models and service ecosystems. However, while research is emerging, the concept of smart service is still vague, complicating its successful integration in business practice. This paper aims to characterize smart service through a comprehensive analysis of its theoretical and conceptual building blocks. A systematic literature review is conducted to reconcile the existing understanding of diverse disciplines. A comprehensive keyword-based search approach across 33 academic and three practitioner-oriented journals yielded 157 relevant articles (out of 13.022 articles). The contribution of this investigation is the cross-disciplinary overview of smart service with implications to a broader understanding of the role of smart service in individuals’ everyday lives.

Original languageEnglish
Title of host publicationExploring Service Science. 10th International Conference, IESS 2020, Proceedings
EditorsHenriqueta Nóvoa, Monica Dragoicea, Niklas Kühl
Number of pages10
Publication date09.01.2020
ISBN (Print)978-3-030-02568-7
Publication statusPublished - 09.01.2020
MoE publication typeA4 Article in conference proceedings
EventInternational Conference on Exploring Services Science - Porto, Portugal
Duration: 05.02.202007.02.2020

Publication series

NameLecture Notes in Business Information Processing (LNBIP)


  • 512 Business and Management
  • smart services
  • smartness
  • artificial intelligence
  • mobile
  • digital
  • AI

Areas of Strength and Areas of High Potential (AoS and AoHP)

  • AoS: Competition economics and service strategy - Service and customer-oriented management


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