“Futurizing” smart service: implications for service researchers and managers
Autor(a) principal: | |
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Data de Publicação: | 2015 |
Outros Autores: | , , , , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10400.14/21113 |
Resumo: | Purpose – 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. |
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“Futurizing” smart service: implications for service researchers and managersConnected servicesIntelligent objectNew service typeSmart servicesPurpose – 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.EmeraldVeritati - Repositório Institucional da Universidade Católica PortuguesaWunderlich, Nancy V.Heinonen, KristinaOstrom, Amy L.Patricio, LiaSousa, RuiVoss, ChrisLemmink, Jos G. A. M.2016-12-20T18:09:41Z20152015-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.14/21113engWÜNDERLICH,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. 421-4240887-604510.1108/JSM-01-2015-004084942112120000369386100005info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-09-05T01:37:19Zoai:repositorio.ucp.pt:10400.14/21113Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T18:16:48.838274Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
“Futurizing” smart service: implications for service researchers and managers |
title |
“Futurizing” smart service: implications for service researchers and managers |
spellingShingle |
“Futurizing” smart service: implications for service researchers and managers Wunderlich, Nancy V. Connected services Intelligent object New service type Smart services |
title_short |
“Futurizing” smart service: implications for service researchers and managers |
title_full |
“Futurizing” smart service: implications for service researchers and managers |
title_fullStr |
“Futurizing” smart service: implications for service researchers and managers |
title_full_unstemmed |
“Futurizing” smart service: implications for service researchers and managers |
title_sort |
“Futurizing” smart service: implications for service researchers and managers |
author |
Wunderlich, Nancy V. |
author_facet |
Wunderlich, Nancy V. Heinonen, Kristina Ostrom, Amy L. Patricio, Lia Sousa, Rui Voss, Chris Lemmink, Jos G. A. M. |
author_role |
author |
author2 |
Heinonen, Kristina Ostrom, Amy L. Patricio, Lia Sousa, Rui Voss, Chris Lemmink, Jos G. A. M. |
author2_role |
author author author author author author |
dc.contributor.none.fl_str_mv |
Veritati - Repositório Institucional da Universidade Católica Portuguesa |
dc.contributor.author.fl_str_mv |
Wunderlich, Nancy V. Heinonen, Kristina Ostrom, Amy L. Patricio, Lia Sousa, Rui Voss, Chris Lemmink, Jos G. A. M. |
dc.subject.por.fl_str_mv |
Connected services Intelligent object New service type Smart services |
topic |
Connected services Intelligent object New service type Smart services |
description |
Purpose – 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. |
publishDate |
2015 |
dc.date.none.fl_str_mv |
2015 2015-01-01T00:00:00Z 2016-12-20T18:09:41Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10400.14/21113 |
url |
http://hdl.handle.net/10400.14/21113 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
WÜNDERLICH,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. 421-424 0887-6045 10.1108/JSM-01-2015-0040 84942112120 000369386100005 |
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info:eu-repo/semantics/openAccess |
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openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Emerald |
publisher.none.fl_str_mv |
Emerald |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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RCAAP |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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