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Smart services: The move to customer orientation

Author

Listed:
  • Rainer Alt

    (Leipzig University)

  • Haluk Demirkan

    (University of Washington – Tacoma)

  • Jan Fabian Ehmke

    (University of Magdeburg)

  • Anne Moen

    (University of Oslo)

  • Alfred Winter

    (Leipzig University)

Abstract

No abstract is available for this item.

Suggested Citation

  • 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.
    • Handle: RePEc:spr:elmark:v:29:y:2019:i:1:d:10.1007_s12525-019-00338-x
    DOI: 10.1007/s12525-019-00338-x
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    References listed on IDEAS

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    1. 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.
    2. Jürgen Anke, 2019. "Design-integrated financial assessment of smart services," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(1), pages 19-35, March.
    3. Kevin Laubis & Marcel Konstantinov & Viliam Simko & Alexander Gröschel & Christof Weinhardt, 2019. "Enabling crowdsensing-based road condition monitoring service by intermediary," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(1), pages 125-140, March.
    4. 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.
    5. Rouven-B. Wiegard & Michael H. Breitner, 2019. "Smart services in healthcare: A risk-benefit-analysis of pay-as-you-live services from customer perspective in Germany," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(1), pages 107-123, March.
    6. 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.
    7. Robin Hirt & Niklas Kühl & Gerhard Satzger, 2019. "Cognitive computing for customer profiling: meta classification for gender prediction," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(1), pages 93-106, March.
    8. A. Cristina Mihale-Wilson & Jan Zibuschka & Oliver Hinz, 2019. "User preferences and willingness to pay for in-vehicle assistance," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(1), pages 37-53, March.
    9. Rainer Alt, 2016. "Electronic Markets on customer-orientation," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 195-198, August.
    10. Rainer Alt & Jan Fabian Ehmke & Reinhold Haux & Tino Henke & Dirk Christian Mattfeld & Andreas Oberweis & Barbara Paech & Alfred Winter, 2019. "Towards customer-induced service orchestration - requirements for the next step of customer orientation," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(1), pages 79-91, March.
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    Cited by:

    1. Chen, Yanyan & Mandler, Timo & Meyer-Waarden, Lars, 2021. "Three decades of research on loyalty programs: A literature review and future research agenda," Journal of Business Research, Elsevier, vol. 124(C), pages 179-197.
    2. Annette Wenninger & Daniel Rau & Maximilian Röglinger, 2022. "Improving customer satisfaction in proactive service design," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1399-1418, September.
    3. 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.
    4. Sana Shahab & Mohd Anjum, 2022. "Solid Waste Management Scenario in India and Illegal Dump Detection Using Deep Learning: An AI Approach towards the Sustainable Waste Management," Sustainability, MDPI, vol. 14(23), pages 1-28, November.
    5. 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.
    6. Weng Marc Lim & Gaurav Gupta & Baidyanath Biswas & Rohit Gupta, 2022. "Collaborative consumption continuance: a mixed-methods analysis of the service quality-loyalty relationship in ride-sharing services," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1463-1484, September.

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    More about this item

    Keywords

    L22; L8; O14; D26;
    All these keywords.

    JEL classification:

    • L22 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Firm Organization and Market Structure
    • L8 - Industrial Organization - - Industry Studies: Services
    • O14 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Industrialization; Manufacturing and Service Industries; Choice of Technology
    • D26 - Microeconomics - - Production and Organizations - - - Crowd-Based Firms

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