Deutsch
Bibtex
Cite as text
@Select Types{,
Journal = "Band-1",
Title= "From Services to Smart Services: Can Service Engineering Methods get Smarter as well?",
Author= "Friedrich-Alexander",
Doi= "https://doi.org/10.30844/wi_2020_j9-marx",
Abstract= "Progress in technologies such as cloud computing or artificial intelligence currently paves the way for services that rely on the exploitation of data. The resulting smart services, however, are only gradually finding their way into practical application. A reason for this delay has been identified in the limited applicability of existing service engineering methods for smart services. In this paper, we identify critical perspectives to address in smart service engineering. Subsequently, we conduct a literature review to identify the extent to which these perspectives are covered by current smart service engineering methods. Our results indicate that even though there is a significant number of smart service engineering methods, some perspectives are rarely considered. We offer practitioners and researchers an overview of the status quo of smart service engineering, thus supporting the former in the selection of methods and pointing out avenues for future research to the latter.
",
Keywords= "smart service, service innovation, smart service engineering, service development, systematic literature review
",
}
Friedrich-Alexander: From Services to Smart Services: Can Service Engineering Methods get Smarter as well?. Online: https://doi.org/10.30844/wi_2020_j9-marx (Abgerufen 26.11.24)
Open Access
Abstract
Abstract
Progress in technologies such as cloud computing or artificial intelligence currently paves the way for services that rely on the exploitation of data. The resulting smart services, however, are only gradually finding their way into practical application. A reason for this delay has been identified in the limited applicability of existing service engineering methods for smart services. In this paper, we identify critical perspectives to address in smart service engineering. Subsequently, we conduct a literature review to identify the extent to which these perspectives are covered by current smart service engineering methods. Our results indicate that even though there is a significant number of smart service engineering methods, some perspectives are rarely considered. We offer practitioners and researchers an overview of the status quo of smart service engineering, thus supporting the former in the selection of methods and pointing out avenues for future research to the latter.
Keywords
Schlüsselwörter
smart service, service innovation, smart service engineering, service development, systematic literature review
References
Referenzen
1. Benkenstein, M., Bruhn, M., Büttgen, M., Hipp, C., Matzner, M., Nerdinger, F.W.: Topics for service management research. A European perspective. Journal of Service Management Research 1, 4–21 (2017)
2. Barrett, M., Davidson, E., Prabhu, J., Vargo, S.L.: Service innovation in the digital age. Key contributions and future directions. MIS Quarterly 39, 135–154 (2015)
3. Beverungen, D., Müller, O., Matzner, M., Mendling, J., Vom Brocke, J.: Conceptualizing smart service systems. Electronic Markets 29, 7–18 (2019)
4. DIN Deutsches Institut für Normung e. V.: DIN SPEC 33453. Development of digital service systems. Beuth Verlag GmbH, Berlin (2019)
5. Böhmann, T., Leimeister, J.M., Möslein, K.: Service systems engineering. Business & Information Systems Engineering 6, 73–79 (2014)
6. Pezzotta, G., Pirola, F., Akasaka, F., Cavalieri, S., Shimomura, Y., Gaiardelli, P.: A service engineering framework to design and configure product-service systems. IFAC Proceedings Volumes 46, 263–268 (2013)
7. Lusch, R.F., Nambisan, S.: Service innovation. A service-dominant logic perspective. MIS Quarterly 39, 155–175 (2015)
8. Peters, C., Maglio, P., Badinelli, R., Harmon, R.R., Maull, R., Spohrer, J.C., Tuunanen, T., Vargo, S.L., Welser, J.J., Demirkan, H., et al.: Emerging digital frontiers for service innovation. Communications of the Association for Information Systems 39, 136–149 (2016)
9. Webster, J., Watson, R.T.: Analyzing the past to prepare for the future. Writing a literature review. MIS Quarterly 26, 13–23 (2002)
10. Vom Brocke, J., Simons, A., Niehaves, B., Riemer, K., Plattfaut, R., Cleven, A.: Reconstructing the Giant: On the Importance of Rigour in Documenting the Literature Search Process. In: 17th European Conference on Information Systems (ECIS) (2009)
11. Allmendinger, G., Lombreglia, R.: Four strategies for the age of smart services. Harvard Business Review 83, 131–145 (2005)
12. Wuenderlich, N.V., Heinonen, K., Ostrom, A.L., Patricio, L., Sousa, R., Voss, C., Lemmink, J.G.: “Futurizing” smart service. Implications for service researchers and managers. Journal of Services Marketing 29, 442–447 (2015)
13. Smart Service Welt Working Group: Smart Service Welt. Recommendations for the strategic initiative web-based services for business. Berlin (2015)
14. Ahram, T.Z., Karwowski, W., Soares, M.M.: Embedded systems engineering for products and services design. Work 41, 941–948 (2012)
15. Kim, M.-J., Lim, C.-H., Lee, C.-H., Kim, K.-J., Park, Y., Choi, S.: Approach to service design based on customer behavior data. A case study on eco-driving service design using bus drivers’ behavior data. Service Business 12, 203–227 (2018)
16. Runkler, T.A.: Data Mining. Modelle und Algorithmen intelligenter Datenanalyse. Springer Vieweg, Wiesbaden (2015)
17. Freitag, M., Westner, P., Schiller, C., Nunez, M.J., Gigante, F., Berbegal, S.: Agile productservice design with VR-technology. A use case in the furniture industry. Procedia CIRP 73, 114–119 (2018)
18. Yoo, Y., Henfridsson, O., Lyytinen, K.: Research Commentary —The New Organizing Logic of Digital Innovation: An Agenda for Information Systems Research. Information Systems Research 21, 724–735 (2010)
19. Herterich, M., Eck, A., Uebernickel, F.: Exploring how Digitized Products enable Industrial Service Innovation – An Affordance Perspective. In: 24th European Conference on Information Systems (ECIS) (2016)
20. Höckmayr, B., Roth, A.: Design of a method for service systems engineering in the digital age. 38th International Conference on Information Systems (ICIS) (2017)
21. Kleinschmidt, S., Peters, C., Leimeister, J.M.: ICT-enabled service innovation in humancentered service systems: A systematic literature review. In: 37th International Conference on Information Systems (ICIS) (2016)
22. Lim, C., Kim, K.-H., Kim, M.-J., Heo, J.-Y., Kim, K.-J., Maglio, P.P.: From data to value. A nine-factor framework for data-based value creation in information-intensive services. International Journal of Information Management 39, 121–135 (2018)
23. Lim, C.-H., Kim, M.-J., Heo, J.-Y., Kim, K.-J.: A conceptual framework for designing informatics-based services in manufacturing industries. Procedia CIRP 30, 72–77 (2015)
24. Bullinger, H.-J., Fähnrich, K.P., Meiren, T.: Service engineering. Methodical development of new service products. International Journal of Production Economics 85, 275–287 (2003)
25. Sakao, T., Shimomura, Y.: Service engineering. A novel engineering discipline for producers to increase value combining service and product. Journal of Cleaner Production 15, 590–604 (2007)
26. Thomas, O., Nüttgens, M.: Dienstleistungsmodellierung 2010. Interdisziplinäre Konzepte und Anwendungsszenarien. Physica-Verlag HD, Heidelberg (2010)
27. Leimeister, J.M.: Dienstleistungsengineering und -management. Springer, Berlin, Heidelberg (2012)
28. DIN Deutsches Institut für Normung e. V.: DIN-Fachbericht 75 Service Engineering. Entwicklungsbegleitende Normung (EBN) für Dienstleistungen. Beuth Verlag, Berlin (1998)
29. Lynn Shostack, G.: How to Design a Service. European Journal of Marketing 16, 49–63 (1982)
30. Ostrom, A.L., Bitner, M.J., Brown, S.W., Burkhard, K.A., Goul, M., Smith-Daniels, V., Demirkan, H., Rabinovich, E.: Moving Forward and Making a Difference: Research Priorities for the Science of Service. Journal of Service Research 13, 4–36 (2010)
31. Okoli, C.: A Guide to Conducting a Standalone Systematic Literature Review. Communications of the Association for Information Systems 37 (2015)
32. Paré, G., Trudel, M.-C., Jaana, M., Kitsiou, S.: Synthesizing information systems knowledge: A typology of literature reviews. Information & Management 52, 183–199 (2015)
33. Cooper, H.M.: Organizing knowledge syntheses: A taxonomy of literature reviews. Knowledge in Society 1, 104–126 (1988)
34. Müller-Bloch, C., Kranz, J.: A Framework for Rigorously Identifying Research Gaps in Qualitative Literature Reviews. In: 23rd European Conference on Information Systems (ECIS) (2015)
35. Schryen, G.: Writing Qualitative IS Literature Reviews—Guidelines for Synthesis, Interpretation, and Guidance of Research. Communications of the Association for Information Systems 37 (2015)
36. Vasantha, G.V.A., Roy, R., Lelah, A., Brissaud, D.: A review of product–service systems design methodologies. Journal of Engineering Design 23, 635–659 (2012)
37. Abeywickrama, D.B., Ovaska, E.: ADSEng. A model-based methodology for autonomous digital service engineering. 8th International Conference on Management of Digital EcoSystems, 34–42 (2016)
38. Andriankaja, H., Boucher, X., Medini, K., Vaillant, H.: A framework to design integrated product-service systems based on the extended functional analysis approach. Procedia CIRP 47, 323–328 (2016)
39. Anke, J.: Design-integrated financial assessment of smart services. Electronic Markets 29, 19–35 (2019)
40. Apostolov, H., Fischer, M., Olivotti, D., Dreyer, S., Breitner, M.H., Eigner, M.: Modeling framework for integrated, model-based development of product-service systems. Procedia CIRP 73, 9–14 (2018)
41. Bullinger, H.-J., Meiren, T., Nägele, R.: Smart services in manufacturing companies. 23rd International Conference on Production Research (2015)
42. Campos, A.R., Correia, A.T., Mourtzis, D., Margarito, A., Ntalaperas, D.: Engineering environment to support product-service design using value chain data. In: Jardim- Gonçalves, R. (ed.) Engineering, technology & innovation management beyond 2020. New challenges, new approaches, pp. 1465–1471 (2017)
43. Dreyer, S., Olivotti, D., Lebek, B., Breitner, M.H.: Towards a smart services enabling information architecture for installed base management in manufacturing. 12th Internationale Tagung Wirtschaftsinformatik (WI) (2017)
44. S. Dutra, D. de, Silva, J.R.: Product-service architecture (PSA). Toward a service engineering perspective in industry 4.0. IFAC-PapersOnLine 49, 91–96 (2016)
45. Freitag, M., Schiller, C.: Approach to test a product-service system during service engineering. Procedia CIRP 64, 336–339 (2017)
46. Freitag, M., Wiesner, S.: Smart service lifecycle management. A framework and use case. IFIP International Conference on Advances in Production Management Systems, 97–104 (2018)
47. Georgakopoulos, D., Jayaraman, P.P.: Internet of things. From internet scale sensing to smart services. Computing 98, 1041–1058 (2016)
48. Geum, Y., Jeon, H., Lee, H.: Developing new smart services using integrated morphological analysis. Integration of the market-pull and technology-push approach. Service Business 10, 531–555 (2016)
49. Lee, J., Kao, H.-A., Yang, S.: Service innovation and smart analytics for industry 4.0 and big data environment. Procedia CIRP 16, 3–8 (2014)
50. Campos R., Neves Silva, R., Pina, P., Spindler, P., Pezzotta, G., Mourtzis, D., Lazoi, M., Ntalaperas, D., Campos, A.R.R.: Supporting context sensitive lean product service engineering. Procedia CIRP 47, 138–143 (2016)
51. Pezzotta, G., Pinto, R., Pirola, F., Ouertani, M.-Z.: Balancing product-service provider’s performance and customer’s value. The service engineering methodology (SEEM). Procedia CIRP 16, 50–55 (2014)
52. Pezzotta, G., Cavalieri, S., Romero, D.: Collaborative product-service systems engineering. Towards an active role of customers and stakeholders in value co-creation. International Conference on Engineering, Technology and Innovation, 1247–1254 (2017)
53. Pezzotta, G., Sassanelli, C., Pirola, F., Sala, R., Rossi, M., Fotia, S., Koutoupes, A., Terzi, S., Mourtzis, D.: The product service system lean design methodology (PSSLDM). Integrating product and service components along the whole PSS lifecycle. Journal of Manufacturing Technology Management 29, 1270–1295 (2018)
54. Proper, H.A., Sankuhl, K.: The context of collaborative digital service development. PrOse@ PoEM (2018)
55. Rondini, A., Pezzotta, G., Pirola, F., Pinto, R.: Service engineering framework. The adoption of simulation to design and configure product-service solutions. International Conference on Engineering, Technology and Innovation (2014)
56. Rondini, A., Pirola, F., Pezzotta, G., Ouertani, M.-Z., Pinto, R.: Service engineering methodology in practice. A case study from power and automation technologies. Procedia CIRP 30, 215–220 (2015)
57. Rondini, A., Lagorio, A., Pinto, R., Pezzotta, G.: Exploiting the service engineering methodology to re-engineer Bergamo’s bike sharing product service system. Summer School Francesco Turco, 92–96 (2016)
58. Scherer, J.O., Kloeckner, A.P., Ribeiro, J.L.D., Pezzotta, G., Pirola, F.: Product-service system (PSS) design. Using design thinking and business analytics to improve PSS design. Procedia CIRP 47, 341–346 (2016)
59. Shimomura, Y., Sakao, T.: A service evaluation method for service/product engineering. International Conference on Engineering Design (2007)
60. Song, W., Sakao, T.: A customization-oriented framework for design of sustainable product/service system. Journal of Cleaner Production 140, 1672–1685 (2017)
61. Valencia, A., Mugge, R., Schoormans, J.P.L., Schifferstein, H.N.J.: The design of smart product-service systems (PSSs). An exploration of design characteristics. International Journal of Design 9, 13–28 (2015)
62. Cedeno, J.M.V., Papinniemi, J., Hannola, L., Donoghue, I.: Developing smart services by internet of things in manufacturing business. Logforum 14, 59–71 (2018)
63. West, S., Di Nardo, S.: Creating product-service system opportunities for small and medium size firms using service design tools. Procedia CIRP 47, 96–101 (2016)
64. Zine, P.U., Kulkarni, M.S., Ray, A.K., Chawla, R.: A conceptual framework for product service system design for machine tools. Benchmarking: An International Journal 23, 1227– 1248 (2016)
65. Bullinger, H.-J., Schreiner, P.: Service Engineering. Ein Rahmenkonzept für die systematische Entwicklung von Dienstleistungen. In: Bullinger, H.-J., Scheer, A.-W., Schneider, K. (eds.) Service Engineering. Entwicklung und Gestaltung innovativer Dienstleistungen, pp. 53–84. Springer, Berlin (2006)
66. Parker, G., van Alstyne, M.W., Jiang, X.: Platform Ecosystems: How Developers Invert the Firm. MIS Quarterly 41, 255–266 (2017)
67. Töytäri, P., Turunen, T., Klein, M., Eloranta, V., Biehl, S., Rajala, R.: Aligning the Mindset and Capabilities within a Business Network for Successful Adoption of Smart Services. Journal of Product Innovation Management 35, 763–779 (2018)
68. Mukhopadhyay, S., Bouwman, H.: Orchestration and governance in digital platform ecosystems: a literature review and trends. Digital Policy, Regulation and Governance 21, 329–351 (2019)
69. Maglio, P.P., Vargo, S.L., Caswell, N., Spohrer, J.: The service system is the basic abstraction of service science. Information Systems and e-Business Management 7, 395–406 (2009)
70. Beverungen, D., Lüttenberg, H., Wolf, V.: Recombinant service systems engineering. Business & Information Systems Engineering 60, 377–391 (2018)
71. Vargo, S.L., Lusch, R.F.: Evolving to a New Dominant Logic for Marketing. Journal of Marketing 68, 1–17 (2004)
72. Ordanini, A., Parasuraman, A.: Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical Analysis. Journal of Service Research 14, 3–23 (2011)
73. Patrício, L., Gustafsson, A., Fisk, R.: Upframing Service Design and Innovation for Research Impact. Journal of Service Research 21, 3–16 (2018)