Structure, Structure, Structure? Designing and Managing Smart Service Systems as Socio-Technical Structures

  • Daniel BeverungenEmail author
  • Martin Matzner
  • Jens Poeppelbuss


Since their Ph.D. studies with Jörg Becker at the WWU Muenster, the authors of this article have been involved in designing and managing smart service systems. Smart service systems are value configurations of service providers and service customers that build upon utilizing smart products as boundary objects. They are socio-technical structures that are constituted by two main mechanisms: On the one hand, they can be designed and implemented in processes of (smart) service systems engineering. On the other hand, they emerge as social structures based on the actions performed by people involved in the co-creation of value. As we shall see in this article, both mechanisms are aligned with management principles that Jörg Becker has held dear for many years.


Smart service system Hybrid value creation IT artifact Guided emergence 


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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Daniel Beverungen
    • 1
    Email author
  • Martin Matzner
    • 2
  • Jens Poeppelbuss
    • 3
  1. 1.Paderborn UniversityPaderbornGermany
  2. 2.Friedrich-Alexander-Universität Erlangen-NürnbergNurembergGermany
  3. 3.Ruhr-Universität BochumBochumGermany

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