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

Ana Kustrak Korper; Maren  Purrman; Kristina Heinonen; Werner Kunz

doi:10.1007/978-3-030-38724-2_12

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

Marketing, Helsinki

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

1 Citation (Scopus)

Abstract

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 language	English
Title of host publication	Exploring Service Science. 10th International Conference, IESS 2020, Proceedings
Editors	Henriqueta Nóvoa, Monica Dragoicea, Niklas Kühl
Number of pages	10
Publisher	Springer
Publication date	09.01.2020
Pages	164-173
ISBN (Print)	978-3-030-02568-7
DOIs	https://doi.org/10.1007/978-3-030-38724-2_12
Publication status	Published - 09.01.2020
MoE publication type	A4 Article in conference proceedings
Event	International Conference on Exploring Services Science - Porto, Portugal Duration: 05.02.2020 → 07.02.2020

Publication series

Name	Lecture Notes in Business Information Processing (LNBIP)
Publisher	Springer
Number	377

Keywords

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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10.1007/978-3-030-38724-2_12

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Kustrak Korper, A., Purrman, M., Heinonen, K., & Kunz, W. (2020). Towards a Better Understanding of Smart Services - A Cross-Disciplinary Investigation. In H. Nóvoa, M. Dragoicea, & N. Kühl (Eds.), Exploring Service Science. 10th International Conference, IESS 2020, Proceedings (pp. 164-173). (Lecture Notes in Business Information Processing (LNBIP); No. 377). Springer. https://doi.org/10.1007/978-3-030-38724-2_12

Kustrak Korper, Ana ; Purrman, Maren ; Heinonen, Kristina et al. / Towards a Better Understanding of Smart Services - A Cross-Disciplinary Investigation. Exploring Service Science. 10th International Conference, IESS 2020, Proceedings. editor / Henriqueta Nóvoa ; Monica Dragoicea ; Niklas Kühl. Springer, 2020. pp. 164-173 (Lecture Notes in Business Information Processing (LNBIP); 377).

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Kustrak Korper, A, Purrman, M, Heinonen, K & Kunz, W 2020, Towards a Better Understanding of Smart Services - A Cross-Disciplinary Investigation. in H Nóvoa, M Dragoicea & N Kühl (eds), Exploring Service Science. 10th International Conference, IESS 2020, Proceedings. Lecture Notes in Business Information Processing (LNBIP), no. 377, Springer, pp. 164-173, International Conference on Exploring Services Science, Porto, Portugal, 05.02.2020. https://doi.org/10.1007/978-3-030-38724-2_12

Towards a Better Understanding of Smart Services - A Cross-Disciplinary Investigation. / Kustrak Korper, Ana; Purrman, Maren ; Heinonen, Kristina et al.
Exploring Service Science. 10th International Conference, IESS 2020, Proceedings. ed. / Henriqueta Nóvoa; Monica Dragoicea; Niklas Kühl. Springer, 2020. p. 164-173 (Lecture Notes in Business Information Processing (LNBIP); No. 377).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

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Kustrak Korper A, Purrman M, Heinonen K, Kunz W. Towards a Better Understanding of Smart Services - A Cross-Disciplinary Investigation. In Nóvoa H, Dragoicea M, Kühl N, editors, Exploring Service Science. 10th International Conference, IESS 2020, Proceedings. Springer. 2020. p. 164-173. (Lecture Notes in Business Information Processing (LNBIP); 377). doi: 10.1007/978-3-030-38724-2_12

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

Abstract

Publication series

Keywords

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

Access to Document

OpenUrl availability

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