IDEAS home Printed from https://ideas.repec.org/a/nms/nomsmr/10.5771-2511-8676-2023-2-112.html
   My bibliography  Save this article

Characterising smart service systems – Revealing the smart value

Author

Listed:
  • Kurtz, Julian
  • Zinke-Wehlmann, Christian
  • Lugmair, Nina
  • Schymanietz, Martin
  • Roth, Angela

Abstract

The increasing use of digital technologies is creating new values, which can be unfold in smart service systems (SSS). Although SSS offer multiple values in products and services, research is still struggling to fully capture the specific values of "smart" as result of digital technologies. Therefore, there is no all-encompassing value understanding of SSS. In our work, we derive values of SSS, especially the "smart" values, by a qualitative analysis of cases in an open coding approach. These cases are identified by a systematic literature review. The derived “smart” values are e.g. increasing system transparency and autonomy, increasing knowledge integration, and enabling ecological savings fostering value in context. The specific values of "smart" in SSS give rise to value in context as a representation of those specific values. In addition, the emergence of derived values in SSS is further illustrated with an SSS value continuum, which presents value in product, value in services, and value in context as characterisation of values in SSS. The derived values and the SSS value continuum developed are intended to promote a better understanding of SSS and its value manifestations, and provide a basis for further research into SSS as a theoretical lens for value co-creation.

Suggested Citation

  • Kurtz, Julian & Zinke-Wehlmann, Christian & Lugmair, Nina & Schymanietz, Martin & Roth, Angela, 2023. "Characterising smart service systems – Revealing the smart value," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 7(2), pages 112-128.
    • Handle: RePEc:nms:nomsmr:10.5771/2511-8676-2023-2-112
    DOI: 10.5771/2511-8676-2023-2-112
    as

    Download full text from publisher

    File URL: https://www.nomos-elibrary.de/10.5771/2511-8676-2023-2-112
    Download Restriction: no
    File URL: https://libkey.io/10.5771/2511-8676-2023-2-112?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Vandermerwe, Sandra & Rada, Juan, 1988. "Servitization of business: Adding value by adding services," European Management Journal, Elsevier, vol. 6(4), pages 314-324, December.
    2. Kohtamäki, Marko & Parida, Vinit & Patel, Pankaj C. & Gebauer, Heiko, 2020. "The relationship between digitalization and servitization: The role of servitization in capturing the financial potential of digitalization," Technological Forecasting and Social Change, Elsevier, vol. 151(C).
    3. Yingfeng Zhang & Sichao Liu & Yang Liu & Rui Li, 2016. "Smart box-enabled product–service system for cloud logistics," International Journal of Production Research, Taylor & Francis Journals, vol. 54(22), pages 6693-6706, November.
    4. Saarikko, Ted & Westergren, Ulrika H. & Blomquist, Tomas, 2017. "The Internet of Things: Are you ready for what’s coming?," Business Horizons, Elsevier, vol. 60(5), pages 667-676.
    5. Daniel Beverungen & Oliver Müller & Martin Matzner & Jan Mendling & Jan Brocke, 2019. "Conceptualizing smart service systems," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(1), pages 7-18, March.
    6. Heinz, Daniel & Benz, Carina & Bode, Jan & Hunke, Fabian & Satzger, Gerhard, 2022. "Exploring the Potential of Smart Service Systems: A Multi-Actor View on Affordances and Their Actualization," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 6(2), pages 132-146.
    7. Brown, Terrence E., 2017. "Sensor-based entrepreneurship: A framework for developing new products and services," Business Horizons, Elsevier, vol. 60(6), pages 819-830.
    8. Bustinza, Oscar F. & Vendrell-Herrero, Ferran & Baines, Tim, 2017. "Service implementation in manufacturing: An organisational transformation perspective," International Journal of Production Economics, Elsevier, vol. 192(C), pages 1-8.
    9. Gimpel, Gregory, 2020. "Bringing dark data into the light: Illuminating existing IoT data lost within your organization," Business Horizons, Elsevier, vol. 63(4), pages 519-530.
    10. Matzner, Martin & Büttgen, Marion & Demirkan, Haluk & Spohrer, Jim & Alter, Steven & Fritzsche, Albrecht & Ng, Irene C. L. & Jonas, Julia M. & Martinez, Veronica & Möslein, Kathrin M. & Neely, Andy, 2018. "Digital Transformation in Service Management," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 2(2), pages 3-21.
    11. Wirtz, Jochen & Ehret, Michael, 2017. "Capturing Value in the Service Economy," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 1(1), pages 22-38.
    12. Henkens, Bieke & Verleye, Katrien & Larivière, Bart, 2021. "The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems," International Journal of Research in Marketing, Elsevier, vol. 38(2), pages 425-447.
    13. Mele, Cristina & Tuominen, Tiina & Edvardsson, Bo & Reynoso, Javier, 2023. "Smart sensing technology and self-adjustment in service systems through value co-creation routine dynamics," Journal of Business Research, Elsevier, vol. 159(C).
    14. Rabetino, Rodrigo & Kohtamäki, Marko & Gebauer, Heiko, 2017. "Strategy map of servitization," International Journal of Production Economics, Elsevier, vol. 192(C), pages 144-156.
    15. Chiehyeon Lim & Paul P. Maglio, 2018. "Data-Driven Understanding of Smart Service Systems Through Text Mining," Service Science, INFORMS, vol. 10(2), pages 154-180, June.
    16. Benkenstein, Martin & Bruhn, Manfred & Büttgen, Marion & Hipp, Christiane & Matzner, Martin & Nerdinger, Friedemann W., 2017. "Topics for Service Management Research - A European Perspective," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 1(1), pages 4-21.
    17. Mohammad Reza Rasouli, 2020. "An architecture for IoT-enabled intelligent process-aware cloud production platform: a case study in a networked cloud clinical laboratory," International Journal of Production Research, Taylor & Francis Journals, vol. 58(12), pages 3765-3780, June.
    18. Barry J. Gordon, 1964. "Aristotle and the Development of Value Theory," The Quarterly Journal of Economics, President and Fellows of Harvard College, vol. 78(1), pages 115-128.
    19. Li-Hsing Shih & Yen-Ting Lee & Fenghueih Huarng, 2016. "Creating Customer Value for Product Service Systems by Incorporating Internet of Things Technology," Sustainability, MDPI, vol. 8(12), pages 1-16, November.
    20. Kamal, Muhammad Mustafa & Sivarajah, Uthayasankar & Bigdeli, Ali Ziaee & Missi, Farouk & Koliousis, Yannis, 2020. "Servitization implementation in the manufacturing organisations: Classification of strategies, definitions, benefits and challenges," International Journal of Information Management, Elsevier, vol. 55(C).
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Münch, Christopher & Marx, Emanuel & Benz, Lukas & Hartmann, Evi & Matzner, Martin, 2022. "Capabilities of digital servitization: Evidence from the socio-technical systems theory," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    2. Vendrell-Herrero, Ferran & Bustinza, Oscar F. & Opazo-Basaez, Marco, 2021. "Information technologies and product-service innovation: The moderating role of service R&D team structure," Journal of Business Research, Elsevier, vol. 128(C), pages 673-687.
    3. Mosch, Philipp & Schweikl, Stefan & Obermaier, Robert, 2021. "Trapped in the supply chain? Digital servitization strategies and power relations in the case of an industrial technology supplier," International Journal of Production Economics, Elsevier, vol. 236(C).
    4. Tian, Jiamian & Coreynen, Wim & Matthyssens, Paul & Shen, Lei, 2022. "Platform-based servitization and business model adaptation by established manufacturers," Technovation, Elsevier, vol. 118(C).
    5. Huikkola, Tuomas & Kohtamäki, Marko & Rabetino, Rodrigo & Makkonen, Hannu & Holtkamp, Philipp, 2022. "Overcoming the challenges of smart solution development: Co-alignment of processes, routines, and practices to manage product, service, and software integration," Technovation, Elsevier, vol. 118(C).
    6. Khanra, Sayantan & Dhir, Amandeep & Parida, Vinit & Kohtamäki, Marko, 2021. "Servitization research: A review and bibliometric analysis of past achievements and future promises," Journal of Business Research, Elsevier, vol. 131(C), pages 151-166.
    7. Kohtamäki, Marko & Einola, Suvi & Rabetino, Rodrigo, 2020. "Exploring servitization through the paradox lens: Coping practices in servitization," International Journal of Production Economics, Elsevier, vol. 226(C).
    8. Lombardi, Silvia & Santini, Erica & Vecciolini, Claudia, 2022. "Drivers of territorial servitization: An empirical analysis of manufacturing productivity in local value chains," International Journal of Production Economics, Elsevier, vol. 253(C).
    9. Bustinza, Oscar F. & Lafuente, Esteban & Rabetino, Rodrigo & Vaillant, Yancy & Vendrell-Herrero, Ferran, 2019. "Make-or-buy configurational approaches in product-service ecosystems and performance," Journal of Business Research, Elsevier, vol. 104(C), pages 393-401.
    10. Wim Coreynen & Arjen van Witteloostuijn & Johanna Vanderstraeten, 2021. "Toward Servitized Research: An Integrated Approach for Sustainable Product-Service Innovation," Sustainability, MDPI, vol. 13(15), pages 1-21, July.
    11. Aquilante, Tommaso & Vendrell-Herrero, Ferran, 2021. "Bundling and exporting: Evidence from German SMEs," Journal of Business Research, Elsevier, vol. 132(C), pages 32-44.
    12. Palo, Teea & Åkesson, Maria & Löfberg, Nina, 2019. "Servitization as business model contestation: A practice approach," Journal of Business Research, Elsevier, vol. 104(C), pages 486-496.
    13. David Hidalgo-Carvajal & Ruth Carrasco-Gallego & Gustavo Morales-Alonso, 2021. "From Goods to Services and from Linear to Circular: The Role of Servitization’s Challenges and Drivers in the Shifting Process," Sustainability, MDPI, vol. 13(8), pages 1-26, April.
    14. Li, Ai Qiang & Kumar, Maneesh & Claes, Björn & Found, Pauline, 2020. "The state-of-the-art of the theory on Product-Service Systems," International Journal of Production Economics, Elsevier, vol. 222(C).
    15. Sehrish Atif, 2023. "Mapping circular economy principles and servitisation approach in business model canvas: an integrated literature review," Future Business Journal, Springer, vol. 9(1), pages 1-21, December.
    16. Jifei Xie & Lulu Ma & Jiamin Li, 2023. "Servitization, Digitalization or Hand in Hand: A Study on the Sustainable Development Path of Manufacturing Enterprises," Sustainability, MDPI, vol. 15(13), pages 1-17, July.
    17. Shen, Lei & Sun, Wanqin & Parida, Vinit, 2023. "Consolidating digital servitization research: A systematic review, integrative framework, and future research directions," Technological Forecasting and Social Change, Elsevier, vol. 191(C).
    18. Bustinza, Oscar F. & Opazo-Basaez, Marco & Tarba, Shlomo, 2022. "Exploring the interplay between Smart Manufacturing and KIBS firms in configuring product-service innovation performance," Technovation, Elsevier, vol. 118(C).
    19. Seppälä, Timo & Mucha, Tomasz & Mattila, Juri, 2023. "Beyond AI, Blockchain Systems, and Digital Platforms: Digitalization Unlocks Mass Hyper-Personalization and Mass Servitization," ETLA Working Papers 106, The Research Institute of the Finnish Economy.
    20. Henkens, Bieke & Verleye, Katrien & Larivière, Bart, 2021. "The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems," International Journal of Research in Marketing, Elsevier, vol. 38(2), pages 425-447.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:nms:nomsmr:10.5771/2511-8676-2023-2-112. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Nomos Verlagsgesellschaft mbH & Co. KG (email available below). General contact details of provider: http://www.nomos.de/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.