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“Futurizing” smart service: implications for service researchers and managers

2015Journal article Open access
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dc.contributor.authorWunderlich, Nancy V.
dc.contributor.authorHeinonen, Kristina
dc.contributor.authorOstrom, Amy L.
dc.contributor.authorPatricio, Lia
dc.contributor.authorSousa, Rui
dc.contributor.authorVoss, Chris
dc.contributor.authorLemmink, Jos G. A. M.
dc.date.accessioned2016-12-20T18:09:41Z
dc.date.available2016-12-20T18:09:41Z
dc.date.issued2015
dc.description.abstractPurpose – The purpose of this paper is to craft a future research agenda to advance smart service research and practice. Smart services are delivered to or via intelligent objects that feature awareness and connectivity. For service researchers and managers, one of the most fascinating aspects of smart service provision is that the connected object is able to sense its own condition and its surroundings and thus allows for real-time data collection, continuous communication and interactive feedback. Design/methodology/approach – This article is based on discussions in the workshop on “Fresh perspectives on technology in service” at the International Network of Service Researchers on September 26, 2014 at CTF, Karlstad, Sweden. The paper summarizes the discussion on smart services, adds an extensive literature review, provides examples from business practice and develops a structured approach to new research avenues. Findings – We propose that smart services vary on their individual level of autonomous decision-making, visibility and embeddedness in objects and customer lives. Based on a discussion of these characteristics, we identify research avenues regarding the perception and nature of smart services, the adoption of smart services, the innovation through smart services as well as regarding the development of new business models. Originality/value – Smart services is a new emerging topic in service marketing research, their implications on organizations, customers and the service landscape have not been fully explored. We provide a fresh perspective on service research by characterizing relevant aspects of smart service that will stimulate fruitful future research and advance the understanding and practice of smart services.pt_PT
dc.description.versioninfo:eu-repo/semantics/acceptedVersion
dc.identifier.citationWÜNDERLICH,Nancy V.; HEINONEN, Kristina; OSTROM, Amy L.; PATRICIO, Lia; SOUSA, Rui; VOSS, Chris; LEMMINK, Jos G.A.M. - “Futurizing” smart service: implications for service researchers and managers. Journal of Services Marketing. ISSN 0887-6045. Vol. 29, N.º 6/7 (2015), p. 421-424pt_PT
dc.identifier.doi10.1108/JSM-01-2015-0040
dc.identifier.eid84942112120
dc.identifier.issn0887-6045
dc.identifier.urihttp://hdl.handle.net/10400.14/21113
dc.identifier.wos000369386100005
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherEmerald
dc.subjectConnected servicespt_PT
dc.subjectIntelligent objectpt_PT
dc.subjectNew service typept_PT
dc.subjectSmart servicespt_PT
dc.title“Futurizing” smart service: implications for service researchers and managerspt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage447
oaire.citation.issue6/7
oaire.citation.startPage442
oaire.citation.titleJournal of Services Marketing
oaire.citation.volume29
person.familyNameHeinonen
person.familyNamePatricio
person.familyNameSousa
person.familyNameVoss
person.givenNameKristina
person.givenNameLia
person.givenNameRui
person.givenNameChris
person.identifierR-000-94F
person.identifier.ciencia-id3715-C11F-5818
person.identifier.ciencia-id3F15-2286-9C55
person.identifier.orcid0000-0002-3177-4776
person.identifier.orcid0000-0003-2414-1556
person.identifier.orcid0000-0002-0049-1896
person.identifier.orcid0000-0001-6138-5379
person.identifier.ridM-4605-2013
person.identifier.scopus-author-id14053778900
person.identifier.scopus-author-id22734539400
person.identifier.scopus-author-id7102960038
person.identifier.scopus-author-id7004570874
rcaap.rightsopenAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication79a1906a-2039-48ef-a9a0-5f7eeda1fbd9
relation.isAuthorOfPublication1716de3f-50e7-4a88-a076-95802ca96349
relation.isAuthorOfPublicationc4e9fe74-771a-42e9-8925-c217abcdee1f
relation.isAuthorOfPublication3002a892-a4ef-4099-862f-f43cc3b5aa34
relation.isAuthorOfPublication.latestForDiscovery3002a892-a4ef-4099-862f-f43cc3b5aa34

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