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

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

*Motsvarande författare för detta arbete

Forskningsoutput: Kapitel i bok/rapport/konferenshandlingKonferensbidragVetenskapligPeer review

Sammanfattning

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.

OriginalspråkEngelska
Titel på gästpublikationExploring Service Science. 10th International Conference, IESS 2020, Proceedings
RedaktörerHenriqueta Nóvoa, Monica Dragoicea, Niklas Kühl
Antal sidor10
FörlagSpringer
Utgivningsdatum09.01.2020
Sidor164-173
ISBN (tryckt)978-3-030-02568-7
DOI
StatusPublicerad - 09.01.2020
MoE-publikationstypA4 Artikel i en konferenspublikation
EvenemangInternational Conference on Exploring Services Science - Porto, Portugal
Varaktighet: 05.02.202007.02.2020

Publikationsserier

NamnLecture Notes in Business Information Processing (LNBIP)
FörlagSpringer
Nummer377

Nyckelord

  • 512 Företagsekonomi

Styrkeområden och områden med hög potential (AoS och AoHP)

  • AoS: Konkurrensanalys och servicestrategi - Service och kundorienterad ledning

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