Collection
Special Issue on "Smart services, The move to customer-orientation"
- Submission status
- Closed
A collection that covers typical service industries such as banking, healthcare, education or travel. These service industries have shown that value is created in the interaction between service providers and service consumers. The diffusion of advanced information technologies from web services, electronic market platforms and mobile solutions to smart computers has brought them more directly to the users. They enable customers or patients not only to retrieve and contract relevant offerings, but also to configure them according to their individual preferences. However, existing services often still follow an inside-out instead of an outside-in logic. They are designed from the perspective of a specific service provider and fail to support the bundling and coordination of services across multiple service providers. While transactions with individual service providers have been successfully implemented in many solutions, the bundling and tracking of service bundles across service providers, such as banks, hospitals or transportation companies, requires substantial coordination on behalf of the customer today. This collection aims to contribute to the understanding of how (smart) services contribute in realizing an outside-in perspective as well as “empowered” customers.
Editors
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Rainer Alt
Leipzig University, Germany
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Haluk Demirkan
University of Washington - Tacoma, USA
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Jan Fabian Ehmke
Europe University Viadrina Frankfurt (Oder), Germany
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Anne Moen
University of Oslo, Norway
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Alfred Winter
Leipzig University, Germany
Articles (8 in this collection)
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Cognitive computing for customer profiling: meta classification for gender prediction
Authors
- Robin Hirt
- Niklas Kühl
- Gerhard Satzger
- Content type: Research Paper
- Published: 21 February 2019
- Pages: 93 - 106
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Focusing the customer through smart services: a literature review
Authors (first, second and last of 4)
- Sonja Dreyer
- Daniel Olivotti
- Michael H. Breitner
- Content type: Research Paper
- Open Access
- Published: 09 February 2019
- Pages: 55 - 78
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User preferences and willingness to pay for in-vehicle assistance
Authors
- A. Cristina Mihale-Wilson
- Jan Zibuschka
- Oliver Hinz
- Content type: Research Paper
- Published: 04 February 2019
- Pages: 37 - 53
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Design-integrated financial assessment of smart services
Authors
- Jürgen Anke
- Content type: Research Paper
- Published: 01 June 2018
- Pages: 19 - 35
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Enabling crowdsensing-based road condition monitoring service by intermediary
Authors (first, second and last of 5)
- Kevin Laubis
- Marcel Konstantinov
- Christof Weinhardt
- Content type: Research Paper
- Published: 29 March 2018
- Pages: 125 - 140
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Conceptualizing smart service systems
Authors (first, second and last of 5)
- Daniel Beverungen
- Oliver Müller
- Jan vom Brocke
- Content type: Research Paper
- Open Access
- Published: 16 November 2017
- Pages: 7 - 18
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Smart services in healthcare: A risk-benefit-analysis of pay-as-you-live services from customer perspective in Germany
Authors
- Rouven-B. Wiegard
- Michael H. Breitner
- Content type: Research Paper
- Published: 30 October 2017
- Pages: 107 - 123