Focusing the customer through smart services: a literature review

Dreyer, Sonja; Olivotti, Daniel; Lebek, Benedikt; Breitner, Michael H.

doi:10.1007/s12525-019-00328-z

Cited by 63 publications

(46 citation statements)

References 97 publications

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“…Several regulatory compliances and government regulations have been established to address the growing threats to privacy and security. For instance, the European Union has implemented the General Data Protection Regulation (GDPR) requiring measures to protect citizens within the EU [62]. From the practical perspective (i.e., considering government regulations), SH provider should react to users' privacy concerns to comply with government regulations such as the GDPR to avoid any legal complications through the use of SH devices and the associated personal data.…”

Section: Implications and Recommendations For Research And Practicementioning

confidence: 99%

Privacy concerns in the smart home context

et al. 2020

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With the rapid development of the Internet of Things, intelligent systems are increasingly finding their way into everyday life and into people's homes. With the spread of these technologies, there is a growing concern about what sensitive data is collected and what it is used for. Unfortunately, the role of privacy has remained largely unexplored in the smart home (SH) usage context. This study addresses this gap in literature: to what extend users' concerns for information privacy influence the intended SH usage. This study takes an interactional psychology perspective and links the dimensions of the privacy concerns to the intention to use SH devices. Therefore, a multi-theoretical model using Smart PLS 3.2.8 was tested. This study contributes to the literature on privacy, and SH usage by exploring how and why privacy concerns influence participants' intended SH usage. The findings, derived from the empirical study emphasize the importance of addressing privacy concerns because they are capable of directly and indirectly influencing the intended SH usage. Finally, the results which indicate new directions for privacy and SH research are discussed and implications for research and practice are given.

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Section: Implications and Recommendations For Research And Practicementioning

confidence: 99%

Privacy concerns in the smart home context

et al. 2020

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“…The former (a) support practitioners by providing guidelines for the development and lifecycle management [9], [10], [23], analyzing the requirements and impacts [9], [24], or developing useable infrastructure [25]. The latter (b) analyze and integrate literature [3], [26], examine the state of the art in practice [19], [27] and literature, and discuss and conceptualize smart services [2], [6].…”

Section: Smart Service Systems In Manufacturing In the Scientific Litmentioning

confidence: 99%

Smart Service Systems in Manufacturing: An Investigation of Theory and Practice

Heuchert¹,

Verhoeven²,

Cordes³

et al. 2020

Proceedings of the Annual Hawaii International Conference on System Sciences

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The digitalization has put forward numerous devices dubbed as 'smart'. This development can be observed throughout the entire value chain and across industries with fundamental implications on the co-creation of value. In order to structure this phenomenon, the service science discipline conceptualized so-called smart service systems. This article transfers the theoretical conceptualization into the domain of manufacturing. To assess the state of research on smart services in manufacturing, a structured literature review is performed. As the transfer from a general conceptualization into a concrete domain calls for a more practice-oriented approach, we support our literature study through in-depth interviews with a leading automation technology provider. By interpreting the domain as a smart service system, five barriers to adoption in practice are identified and discussed regarding their implications for research.

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“…Smart service systems are service systems in which smart products are boundary objects that integrate resources and activities of the involved actors for mutual benefit. Dreyer et al (2019) Smart services are individual, highly dynamic and quality-based service solutions that are convenient for the customer, realized with field intelligence and analyses of technology, environment and social context data (partially in real-time), resulting in co-creating value between the customer and the provider in all phases from the strategic development to the improvement of a smart service.…”

Section: Strategies For Smart Servicesmentioning

confidence: 99%

“…-The fourth paper comprises a literature review on how smart services enable the customer perspective and sheds light on the research directions that may be observed in the literature. The authors Sonja Dreyer, Daniel Olivotti, Benedikt Lebek and Michael H. Breitner identify a total of 13 topics across five phases of the smart service lifecycle (Dreyer et al 2019). The results reveal that economic aspects and the role of the customer receive only inferior attention.…”

Section: Special Issue Papersmentioning

confidence: 99%

“…-This leads to the fifth contribution, which is a position paper introducing the concept of customer inducement. In their position paper the authors Rainer Alt, Jan Fabian Ehmke, Reinhold Haux, Tino Henke, Dirk Christian Mattfeld, Andreas Oberweis, Barbara Paech and Alfred Winter complement the research paper from Dreyer et al (2019) and argue that current approaches to customer orientation are still largely provider-oriented (Alt et al 2019). They present the concept of customer-induced service orchestration that aims at empowering customers to bundle service from various providers along entire customer journeys.…”

Section: Special Issue Papersmentioning

confidence: 99%

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Smart services: The move to customer orientation

et al. 2019

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Dear readers, Today, the attribute Bsmart^is widely used. Among the examples are smart infrastructures, smart systems, smart cities, smart products or even the smart world (Liu et al. 2019). In a preface to a special issue published in Electronic Markets on smart tourism, the guest editors mentioned that BBSmart^has become a new buzzword to describe technological, economic and social developments fueled by technologies that rely on sensors, big data, open data, new ways of connectivity and exchange of information (e.g., Internet of Things, RFID, and NFC) as well as abilities to infer and reason.^(Gretzel et al. 2015, p. 179). Since then the Bbuzz^has spread further and as with many buzzwords, their understanding is heterogeneous and differs depending on the background of the authors. For example, many researchers in the domain of smart cities adopt a technological perspective and analyze sensors, interfaces or platform architectures that enable use cases in an urban environment (e.g. Puiu et al. 2016). A view on smart products and the associated topics of cyber-physical systems reveals a more or less similar picture. On the other side, researchers from the information systems discipline bring attention to the increasing capabilities of computers, and how they are increasingly doing things that humans could once do exclusively. In their definition, smart machines are becoming like humans by recognizing voices, processing natural language, learning, and interacting with the physical world through their vision, smell, touch, and other senses, mobility and motor control with advanced artificial intelligence, intelligence augmentation and data (Demirkan et al. 2016; Matzner et al. 2018). They profoundly impat the current organization of business processes as illustrated in muliple examples by Porter and Heppelmann (2015). The present special issue on smart services follows this direction and that of the earlier on smart tourism by considering the interplay of technological, economic and social dimensions.

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Focusing the customer through smart services: a literature review

Cited by 63 publications

References 97 publications

Privacy concerns in the smart home context

Privacy concerns in the smart home context

Smart Service Systems in Manufacturing: An Investigation of Theory and Practice

Smart services: The move to customer orientation

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