Understanding the customer experience with smart services

Gonçalves, Luisa; Patrício, Lia; Teixeira, Jorge; Wünderlich, Nancy V.

doi:10.1108/josm-11-2019-0349

Cited by 50 publications

(44 citation statements)

References 49 publications

(75 reference statements)

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“…In this paper, we aim to identify potential impacts of SSI in smart service systems, which can be defined as "service systems in which smart products are boundary-objects that integrate resources and activities of the involved actors for mutual benefit" [13, p. 12]. Examples for smart services include car sharing, pay-per-use models for industrial equipment, and remote diagnostics for household appliances [13], [14]. Digital identities are relevant to smart service systems as they need mechanisms for establishing trust between the involved actors.…”

Section: Motivationmentioning

confidence: 99%

“…SSI promises lower usage barriers through simplified verification of identities and thus fewer steps for registration and authentication. Both privacy as well as ease of use have been found to have a positive impact on customer experience of smart services [14].…”

Section: Motivationmentioning

confidence: 99%

“…Specifically in roaming scenarios, a customer only indirectly pays for the charging provided by the CPO via the MSP. In the domain of electric mobility, the customers experience regarding the relationship to service providers was described as negative, especially mentioning a lack of integration [14].…”

Section: Common Roles In Roaming Scenariosmentioning

confidence: 99%

“…This streamlines the overall customer experience. and satisfies customers needs for independence and easier integration [14]. Additionally, an SSI-enabled smart service might be preferred by customers as the exchange of data between customer and service provider is transparent and under control of the customer.…”

Section: Implications Of Ssi For Involved Actorsmentioning

confidence: 99%

“…Usability research has dealt with different enrolment processes, however they did not cover SSI yet [15]. Existing research on customer experience of smart service has yet to consider the effects of SSI, particularly on privacy, ease of use, accessibility, and controllability [14].…”

Section: Future Researchmentioning

confidence: 99%

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Exploring Potential Impacts of Self-Sovereign Identity on Smart Service Systems

Richter

Anke

2021

Bus. Inf. Sys.

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Self-sovereign identity (SSI) is a new paradigm, which puts users back in control of their own digital identity. This does not only strengthen the position of the users but implies new interaction schemes that may improve interoperability and usability. Smart services systems enable the integration of resources and activities and use smart products as boundary objects. As such systems typically involve digital interactions between multiple actors, it can be assumed that utilising SSI has a positive impact on them. To investigate how these potential improvements manifest themselves, we investigate electric vehicle charging as example of a smart service system. At the core of our conceptual analysis is the service process, which we extract from a reference model. Based on a SWOT analysis, we identify areas for transformation and derive an SSI-enabled interaction model for an electric vehicle charging service. The evaluation of the new process shows that SSI can reduce complexity of integration with partners and can provide a better customer experience through simplified registration and authentication. Moreover, SSI might even lead to the disintermediation of actors in the service system. Although SSI is still emerging, our findings underline its relevance as a mechanism to establish trust in smart service systems through the seamless and standardised integration of digital identities for humans, organisations, and things.

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Section: Motivationmentioning

confidence: 99%

Section: Motivationmentioning

confidence: 99%

Section: Common Roles In Roaming Scenariosmentioning

confidence: 99%

Section: Implications Of Ssi For Involved Actorsmentioning

confidence: 99%

Section: Future Researchmentioning

confidence: 99%

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Exploring Potential Impacts of Self-Sovereign Identity on Smart Service Systems

Richter

Anke

2021

Bus. Inf. Sys.

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Eliminating customer experience pain points in complex customer journeys through smart service solutions

Holz,

Becker,

Blut

et al. 2023

Psychology and Marketing

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Scholarly understanding of customer journeys has evolved from a linear, single service provider perspective to encompass complex service delivery networks that involve multiple touchpoints governed by various service providers. This intricate setting often gives rise to experiential pain points for customers. To investigate this phenomenon within the context of airport services, our research employs critical incident and problem‐centered interviews as well as an analysis of 7192 online airport reviews. In Studies 1a and 2a, we explore the crucial pain points that travelers encounter throughout their airport journey. Complementing these insights, Studies 1b and 2b assess the impact of the identified pain points on travelers' emotions. Building upon a classification of pain points into information, performance, and hospitality themes, Study 3 further examines how smart service solutions, as new technologies, can address and resolve these pain points, ultimately enhancing the customer experience (CX). By accomplishing these objectives, our work contributes a comprehensive classification scheme for experiential pain points in complex customer journeys to the academic discourse on customer journeys. Furthermore, it establishes a connection to the emerging field of research on the impact of smart service solutions on the CX.

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