WHAT IS SMART ABOUT SERVICES? BREAKING THE BOND BETWEEN THE SMART PRODUCT AND THE SERVICE

Conference contribution
(Conference Contribution)


Publication Details

Author(s): Boukhris A, Fritzsche A
Publication year: 2019
Conference Proceedings Title: Proceedings of the 27th European Conference on Information Systems (ECIS)
ISBN: 978-1-7336325-0-8
Language: English


Abstract

While
the conceptual delineation between conventional and smart products is rather
conspicuous, the distinction between conventional services and their smart
counterparts remains elusive. This study develops a conceptual framework for
understanding the distinctive attributes of smart services and their
relationship to smart products. In a systematic literature review of
publications from top information systems outlets, 30 contributions holding
relevant information on smart services are identified and subjected to content
analysis. The analysis reveals a variety of different definitions and
characterizations of smart services and relations to concepts like data-driven
services and services associated to smart products and smart objects. These
findings are used to examine artifacts developed in rather design-oriented
papers to derive five dimensions that impact the level of smartness of
services: richness of the data, the knowledge intensiveness of the engine for
decision support, the level of sophistication of the outcome delivered to the
service user(s), the architecture of the stakeholders, and the automation level
of the service processes. Within this scope, the product can have four roles:
sensor, computer, interface, or integrator. The paper concludes by identifying
some gaps in the overall research landscape and provides directions for future
research.


FAU Authors / FAU Editors

Boukhris, Aida
Lehrstuhl für Wirtschaftsinformatik, insbesondere Innovation und Wertschöpfung
Fritzsche, Albrecht Dr. Dr.
Lehrstuhl für Wirtschaftsinformatik, insbesondere Innovation und Wertschöpfung


Research Fields

Service Systems
Lehrstuhl für Wirtschaftsinformatik, insbesondere Innovation und Wertschöpfung


How to cite

APA:
Boukhris, A., & Fritzsche, A. (2019). WHAT IS SMART ABOUT SERVICES? BREAKING THE BOND BETWEEN THE SMART PRODUCT AND THE SERVICE. In Proceedings of the 27th European Conference on Information Systems (ECIS). Stockholm & Uppsala.

MLA:
Boukhris, Aida, and Albrecht Fritzsche. "WHAT IS SMART ABOUT SERVICES? BREAKING THE BOND BETWEEN THE SMART PRODUCT AND THE SERVICE." Proceedings of the 27th European Conference on Information Systems (ECIS), Stockholm & Uppsala 2019.

BibTeX: 

Last updated on 2019-27-05 at 14:38