Conceptualizing smart service systems.

Recent years have seen the emergence of physical products that are digitally networked with other products and with information systems to enable complex business scenarios in manufacturing, mobility, or healthcare. These "smart products", which enable the co-creation of "smart service" that is based on monitoring, optimization, remote control, and autonomous adaptation of products, profoundly transform service systems into what we call "smart service systems". In a multi-method study that includes conceptual research and qualitative data from in-depth interviews, we conceptualize "smart service" and "smart service systems" based on using smart products as boundary objects that integrate service consumers' and service providers' resources and activities. Smart products allow both actors to retrieve and to analyze aggregated field evidence and to adapt service systems based on contextual data. We discuss the implications that the introduction of smart service systems have for foundational concepts of service science and conclude that smart service systems are characterized by technology-mediated, continuous, and routinized interactions

Towards Explaining Smart Service Innovation Events and Trajectories

How and why can smart technologies affect service innovation trajectories? We address this question via a multiple case study approach. First, we identify two dimensions for smart service innovation events: while performing and patterning characterize two distinct mechanisms of smart service innovation, flexible technologies and routines represent constituent elements of smart service systems. Building on these two dimensions, we delineate four ideal types of smart service innovation events and illustrate how these materialize in real-world contexts. Finally, we outline how our findings may serve as a starting point for future research and provide managerial guidelines for those aiming to shape innovation trajectories in smart service systems

Efektivitas "Jogja Smart Service" Terhadap Pelayanan Publik di Kota Yogyakarta

Penelitian ini bertujuan untuk mengetahui efektivitas “Jogja Smart Service” terhadap Pelayanan Publik di Kota Yogyakarta. Penelitian ini didasari dengan kajian efektivitas suatu produk Smart City yaitu mewujudkan Public Smart Service di dalam tatanan perkotaan. Penelitian ini merupakan penelitian kualitatif deskriptif dengan teknik kajian pustaka dan sumber analisis data didapatkan dari dokumen yang ada di dalam aplikasi Jogja Smart Service. Pelayanan publik di kota Yogyakarta telah terintegrasi di dalam satu layanan aplikasi Jogja Smart Service sehingga dapat digunakan oleh masyakarat Kota Yogyakarta dengan efektif dan efesien

Leveraging Circular Economy through a Methodology for Smart Service Systems Engineering

Product Service Systems (PSS) and Smart Services are powerful means for deploying Circular Economy (CE) goals in industrial practices, through dematerialization, extension of product lifetime and efficiency increase by digitization. Within this article, approaches from PSS design, Smart Service design and Model-based Systems Engineering (MBSE) are combined to form a Methodology for Smart Service Architecture Definition (MESSIAH). First, analyses of present system modelling procedures and systems modelling notations in terms of their suitability for Smart Service development are presented. The results indicate that current notations and tools do not entirely fit the requirements of Smart Service development, but that they can be adapted in order to do so. The developed methodology includes a modelling language system, the MESSIAH Blueprinting framework, a systematic procedure and MESSIAH CE, which is specifically designed for addressing CE strategies and practices. The methodology was validated on the example of a Smart Sustainable Street Light System for Cycling Security (SHEILA). MESSIAH proved useful to help Smart Service design teams develop service-driven and robust Smart Services. By applying MESSIAH CE, a sustainable Smart Service, which addresses CE goals, has been developed

Data-Driven Understanding of Smart Service Systems Through Text Mining

Smart service systems are everywhere, in homes and in the transportation, energy, and healthcare sectors. However, such systems have yet to be fully understood in the literature. Given the widespread applications of and research on smart service systems, we used text mining to develop a unified understanding of such systems in a data-driven way. Specifically, we used a combination of metrics and machine learning algorithms to preprocess and analyze text data related to smart service systems, including text from the scientific literature and news articles. By analyzing 5,378 scientific articles and 1,234 news articles, we identify important keywords, 16 research topics, 4 technology factors, and 13 application areas. We define ???smart service system??? based on the analytics results. Furthermore, we discuss the theoretical and methodological implications of our work, such as the 5Cs (connection, collection, computation, and communications for co-creation) of smart service systems and the text mining approach to understand service research topics. We believe this work, which aims to establish common ground for understanding these systems across multiple disciplinary perspectives, will encourage further research and development of modern service systems

EMPOWERING PRACTITIONERS: A CONCEPTUAL FRAMEWORK FOR VALUE CO-CREATION THROUGH SMART SERVICE INNOVATION METHODOLOGIES

Smart services offer great innovation potential by incorporating digital technologies into non-digital value-creation processes. As smart service innovation poses significant challenges to organizations, existing research has contributed to understanding and addressing this phenomenon by developing various methods, tools, and processes. Yet, the academic community often still fails to bridge the “last mile” and help practitioners apply this knowledge in their specific application contexts. This article outlines how research can empower practitioners by systematically providing methodological knowledge for smart service innovation. We review and contrast existing methodologies and present a conceptual framework for value co-creation through smart service innovation methodologies. In addition, we identify six essential resource types required in these methodologies and propose emergent research avenues to guide future contributions to smart service innovation research

Empowering Practitioners: A Conceptual Framework for Value Co-Creation through Smart Service Innovation Methodologies

Smart services offer great innovation potential by incorporating digital technologies into non-digital value-creation processes. As smart service innovation poses significant challenges to organizations, existing research has contributed to understanding and addressing this phenomenon by developing various methods, tools, and processes. Yet, the academic community often still fails to bridge the “last mile” and help practitioners apply this knowledge in their specific application contexts. This article outlines how research can empower practitioners by systematically providing methodological knowledge for smart service innovation. We review and contrast existing methodologies and present a conceptual framework for value co-creation through smart service innovation methodologies. In addition, we identify six essential resource types required in these methodologies and propose emergent research avenues to guide future contributions to smart service innovation research

Towards a Context-Aware Knowledge Model for Smart Service Systems

The advancement of the Internet of things, big data, and mobile computing leads to the need for smart services that enable the context awareness and the adaptability to their changing contexts. Today, designing a smart service system is a complex task due to the lack of an adequate model support in awareness and pervasive environment. In this paper, we present a context-aware knowledge model for smart service systems that organizes the domain and context-aware knowledge into knowledge components based on the three levels of services: Services, Service system and Network of service systems. The context-aware knowledge model for smart service systems integrates all the information and knowledge related to smart services, knowledge components and context awareness that can play a key role for any framework, infrastructure, or applications deploying smart services. To demonstrate the approach, a case study about a chatbot as a smart service for customer support is presented

Efektivitas Jogja Smart Service dalam Pelayanan Kependudukan ditengah Pandemi Covid-19

In the midst of the Covid-19 pandemic, the Yogyakarta City Population and Civil Registration Service implements social distancing or reduces face to face in population administration services. People only need to access the Jogja Smart Service application to take care of population administration. Jogja Smart Service is one of the implementations of e-government in the administration of Yogyakarta City government. The purpose of this research is to determine whether or not the Jogja Smart Service (JSS) application is effective in the population services of the people of Yogyakarta City amid the Covid-19 pandemic. This research uses descriptive qualitative method. Data collection techniques were carried out by means of interviews and literature studies. The data analysis used is descriptive analysis, namely describing and analyzing more deeply related to the findings of research using existing theoretical foundations. To determine whether or not Jogja Smart Service is effective in population services in the midst of the Covid-19 pandemic, this study uses five indicators, namely tangiable, reliability, responsiveness, assurance and empathy. The results of this study indicate that the Jogja Smart Service application has succeeded in serving the population administration of the people of Yogyakarta City in the midst of the Covid-19 pandemic effectively and efficiently even though in its implementation there are still obstacles