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Focusing the customer through smart services: a literature review

Author

Listed:
  • Sonja Dreyer

    (Leibniz Universität Hannover)

  • Daniel Olivotti

    (Leibniz Universität Hannover)

  • Benedikt Lebek

    (BHN Dienstleistungs GmbH & Co. KG)

  • Michael H. Breitner

    (Leibniz Universität Hannover)

Abstract

Smart services serve customers and their individual, continuously changing needs; information and communications technology enables such services. The interactions between customers and service providers form the basis for co-created value. A growing interest in smart services has been reported in the literature in recent years. However, a categorization of the literature and relevant research fields is still missing. This article presents a structured literature search in which 109 relevant publications were identified. The publications are clustered in 13 topics and across five phases of the lifecycle of a smart service. The status quo is analyzed, and a heat map is created that graphically shows the research intensity in various dimensions. The results show that there is diverse knowledge related to the various topics associated with smart services. One finding suggests that economic aspects such as new business models or pricing strategies are rarely considered in the literature. Additionally, the customer plays a minor role in IS publications. Machine learning and knowledge management are identified as promising fields that should be the focus of further research and practical applications. Concrete ideas for future research are presented and discussed and will contribute to academic knowledge. Addressing the identified research gaps can help practitioners successfully provide smart services.

Suggested Citation

  • Sonja Dreyer & Daniel Olivotti & Benedikt Lebek & Michael H. Breitner, 2019. "Focusing the customer through smart services: a literature review," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(1), pages 55-78, March.
  • Handle: RePEc:spr:elmark:v:29:y:2019:i:1:d:10.1007_s12525-019-00328-z
    DOI: 10.1007/s12525-019-00328-z
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    References listed on IDEAS

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    Citations

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    Cited by:

    1. Sanjit K. Roy & Gaganpreet Singh & Corey Hatton & Bidit Dey & Nisreen Ameen & Satish Kumar, 2023. "Customers’ motives to co-create in smart services interactions," Electronic Commerce Research, Springer, vol. 23(3), pages 1367-1400, September.
    2. Mai Ngoc Khuong & Do Thanh Tung & Thai Hoang Quoc, 2022. "Review of Empirical Research on Leadership and Firm Performance," SAGE Open, , vol. 12(3), pages 21582440221, July.
    3. Edvard Tijan & Marija Jović & Ana Panjako & Dražen Žgaljić, 2021. "The Role of Port Authority in Port Governance and Port Community System Implementation," Sustainability, MDPI, vol. 13(5), pages 1-14, March.
    4. Bernd W. Wirtz & Wilhelm M. Müller & Florian W. Schmidt, 2021. "Digital Public Services in Smart Cities – an Empirical Analysis of Lead User Preferences," Public Organization Review, Springer, vol. 21(2), pages 299-315, June.
    5. 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.
    6. Rainer Alt & Haluk Demirkan & Jan Fabian Ehmke & Anne Moen & Alfred Winter, 2019. "Smart services: The move to customer orientation," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(1), pages 1-6, March.
    7. Valerie Graf-Drasch & Maximilian Röglinger & Annette Wenninger & Sabiölla Hosseini, 2022. "A Contextualized Acceptance Model for Proactive Smart Services," Schmalenbach Journal of Business Research, Springer, vol. 74(3), pages 345-387, September.
    8. Tijan, Edvard & Jović, Marija & Aksentijević, Saša & Pucihar, Andreja, 2021. "Digital transformation in the maritime transport sector," Technological Forecasting and Social Change, Elsevier, vol. 170(C).
    9. Jürgen Anke & Jens Poeppelbuss & Rainer Alt, 2020. "It Takes More than Two to Tango: Identifying Roles and Patterns in Multi-Actor Smart Service Innovation," Schmalenbach Business Review, Springer;Schmalenbach-Gesellschaft, vol. 72(4), pages 599-634, October.
    10. Lucie Kaňovská & Veronika Bumberová, 2021. "The Differences in the Propensity of Providing Smart Services by SMEs from the Electrical Engineering Industry with Regard to Their Cooperation and Innovation Flexibility," Sustainability, MDPI, vol. 13(9), pages 1-23, April.
    11. Lei Shen & Cong Sun & Muhammad Ali, 2021. "Path of Smart Servitization and Transformation in the Textile Industry: A Case Study of Various Regions in China," Sustainability, MDPI, vol. 13(21), pages 1-15, October.
    12. Lei Shen & Cong Sun & Muhammad Ali, 2021. "Role of Servitization, Digitalization, and Innovation Performance in Manufacturing Enterprises," Sustainability, MDPI, vol. 13(17), pages 1-17, September.
    13. Marija Jović & Edvard Tijan & Dražen Žgaljić & Saša Aksentijević, 2020. "Improving Maritime Transport Sustainability Using Blockchain-Based Information Exchange," Sustainability, MDPI, vol. 12(21), pages 1-19, October.
    14. Rongbin Yang & Santoso Wibowo, 2022. "User trust in artificial intelligence: A comprehensive conceptual framework," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2053-2077, December.
    15. Koldewey, Christian & Hemminger, Anja & Reinhold, Jannik & Gausemeier, Jürgen & Dumitrescu, Roman & Chohan, Nadia & Frank, Maximilian, 2022. "Aligning strategic position, behavior, and structure for smart service businesses in manufacturing," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    16. Michel Muschkiet & Tobias Wulfert & Robert Woroch & Gero Strobel & Leonardo Banh, 2023. "Unleashing the digital building bricks," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-22, December.
    17. Minjun Kim & Silvana Trimi, 2023. "Transforming data into information for smart services: integration of morphological analysis and text mining," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 257-280, March.
    18. Nicola Bilstein & Christian Stummer, 2020. "Special Section: Multidisciplinary Perspectives on Challenges in Managing Smart Products and Services," Schmalenbach Business Review, Springer;Schmalenbach-Gesellschaft, vol. 72(4), pages 479-483, October.

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    More about this item

    Keywords

    Smart services; Value co-creation; Literature review; Status quo analysis; Future research agenda;
    All these keywords.

    JEL classification:

    • L80 - Industrial Organization - - Industry Studies: Services - - - General
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software

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