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Towards a Better Understanding of Smart Services - A Cross-Disciplinary Investigation
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.ORCID iD: 0000-0003-3515-6657
University of Paderborn.
Hanken School of Economics.
University of Massachusetts Boston.
2020 (English)In: Exploring Service Science: 10th International Conference, IESS 2020 Porto, Portugal, February 5–7, 2020 Proceedings / [ed] Henriqueta Nóvoa, Monica Dragoicea, Niklas Kühl, Cham, Switzerland: Springer Nature, 2020, p. 164-173Conference paper, Published paper (Refereed)
Abstract [en]

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 offer- ings, 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 investi- gation is the cross-disciplinary overview of smart service with implications to a broader understanding of the role of smart service in individuals’ everyday lives.

Place, publisher, year, edition, pages
Cham, Switzerland: Springer Nature, 2020. p. 164-173
Series
Lecture Notes in Business Information Processing, ISSN 1865-1348, E-ISSN 1865-1356
Keywords [en]
Smart services, Smartness, Artificial intelligence, Mobile, Digital, AI
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-164900DOI: 10.1007/978-3-030-38724-2ISBN: 978-3-030-38723-5 (print)OAI: oai:DiVA.org:liu-164900DiVA, id: diva2:1420799
Conference
Porto, Portugal, February 5–7, 2020
Available from: 2020-03-31 Created: 2020-03-31 Last updated: 2020-04-16

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Ana, Kustrak Korper

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CiteExportLink to record
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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
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Language
  • de-DE
  • en-GB
  • en-US
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  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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  • asciidoc
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