From Services to Smart Services: Can Service Engineering Methods get Smarter as well?

Marx, Emanuel; Pauli, Tobias; Fielt, Erwin; Matzner, Martin

doi:10.30844/wi_2020_j9-marx

Cited by 9 publications

(3 citation statements)

References 53 publications

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“…In the past decades, service engineering has provided a large body of knowledge that is still considered to be useful and valid today (Marx et al, 2020). However, due to the changed nature of services, a need for further development of service engineering concepts and methods was expressed in scientific literature (Böhmann et al, 2018;Hunke & Schüritz, 2019).…”

Section: Service Engineering For Internal Ai-based Servicesmentioning

confidence: 99%

Introduction to the Minitrack on Cyber Deception and Cyberpsychology for Defense

Ferguson-Walter,

Fugate,

Lafon

et al. 2024

Proceedings of the Annual Hawaii International Conference on System Sciences

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Latest research has shown that one challenge for the development and implementation of Industrial AI-based services is uncertainty of roles and responsibilities. To address this challenge, we developed a generic role model for the systematic development of AI-based services in manufacturing. The role model describes which roles are necessary within the development process of an Industrial AI-based service. Thereby, a distinction is made whether the roles are assigned to the "core team", the "extended team" or participate in "supporting roles". Furthermore, the model shows whether the roles are involved in the "Ideation" phase, the "Requirements and design" phase, the "Test" phase or the "Implementation and roll-out" phase. Based on desktop research, semi-structured interviews and expert workshops we identified 22 roles that are relevant to the development and implementation of Industrial AI-based services.

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Section: Service Engineering For Internal Ai-based Servicesmentioning

confidence: 99%

Introduction to the Minitrack on Cyber Deception and Cyberpsychology for Defense

Ferguson-Walter,

Fugate,

Lafon

et al. 2024

Proceedings of the Annual Hawaii International Conference on System Sciences

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“…According to research by Kuhlenkötter et al (2015) and Böhmann et al (2018), it is necessary to reconsider and adapt the classical approaches of product development to the development of smart PSS. Further research analyzes the applicability of classic methods of product engineering (Hagen et al, 2018) and service engineering (Marx et al, 2020) for the development of smart PSS. Their research shows that the methods and frameworks have to be adapted to the specific requirements of smart PSS, but the authors do not state what exactly those requirements are.…”

Section: Problem Clarification and Goalmentioning

confidence: 99%

Requirements for a Smart Product-Service System Development Framework

Paliyenko

Heinz

Schiller³

et al. 2023

Proc. Des. Soc.

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Nowadays, companies operate in increasingly competitive and dynamic markets with fast-changing customer needs. Simultaneously, major advances are being made in information and communication technologies, and the digitization of products is progressing. Based on these economic and technological trends, smart product-service systems (PSS) are emerging as a new form of business model. Recent studies show that the transition to developing smart PSS is a major challenge for companies and that they require methodological support, as their internal structures are undergoing significant changes.In order to provide a sound basis for support, we have undertaken a comprehensive study to identify requirements for a smart PSS development framework. 24 interviews and 5 workshops with companies that have recently focused on the development of smart PSS provide a rich set of empirical data to explore the challenges faced by companies today. We systematically analyzed the data and evaluated the results with our respondents. To increase the robustness and generalizability of our findings, we performed a contextual literature review and analyzed additional cases. This led us to a set of 17 requirements for a smart PSS development framework.

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“…Digital servitization not only adds digital elements, but also emphasizes the collaboration between digital elements, services, and products. In addition, service delivery emphasizes cross-company network collaboration (Frey et al, 2019;Marx et al, 2020). In this view, digital servitization emphasizes that the value creation of systems in an organization must interact positively with suppliers and customers, and collaborate and compete in a complex relationship (Kohtamäki and Rajala, 2016).…”

Section: Digital Servitizationmentioning

confidence: 99%

Dilemmas and Strategies of Digital Servitization: A Multiple Case Comparative Study

Chuang¹,

Lee²

2023

Advances in Management and Applied Economics

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Both servitization and digitization are mainstream types of business model innovation. In recent years, there have been an increasing number of studies integrating these two research topics to develop a series of research on digital servitization. Facing the impact of the COVID-19 pandemic, the development of digital servitization capabilities in the manufacturing industry can help companies provide smart product-service systems (PSSs) to address uncertainties and shocks in the external environment. This study aims to explore "the dilemmas and response strategies of digital servitization” using a qualitative multiple case study comparative analysis. Through in-depth interviews, we identified the difficulties and bottlenecks that small and medium-sized manufacturing enterprises (SMEs) may encounter in the process of digital servitization and proposed corresponding response strategies. The results of this study contribute to the literature on digital servitization by accumulating and extending upon existing research. JEL classification numbers: C83, M15, O31. Keywords: Small and medium-sized manufacturing enterprises, Digital servitization, Multiple case studies, Action research.

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From Services to Smart Services: Can Service Engineering Methods get Smarter as well?

Cited by 9 publications

References 53 publications

Introduction to the Minitrack on Cyber Deception and Cyberpsychology for Defense

Introduction to the Minitrack on Cyber Deception and Cyberpsychology for Defense

Requirements for a Smart Product-Service System Development Framework

Dilemmas and Strategies of Digital Servitization: A Multiple Case Comparative Study

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