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An Approach for Customer-Centered Smart Service Innovation Based on Customer Data Management

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Exploring Service Science (IESS 2018)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 331))

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Abstract

The purpose of this paper is the development of a customer-centered understanding of smart services by utilizing customer-dominant logic as a theoretical view. It extends current perspectives on smart services and proposes a definition highlighting the relevance of customer centricity and customer data management for service engineering. For this purpose, smart service dimensions will be deduced from current literature. These dimensions represent the foundation for a procedure model that will be developed and tested within a research initiative focusing on the restaurant industry. This procedure model is intended to support the discovery of new ideas based on data as well as the management of data requirements to successfully design smart services. The restaurant sector serves in this context as an innovative application field for smart service prototyping. The paper represents current research in progress, outlines the objective of the research initiative and demonstrates first empirical research results.

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Author information

Authors and Affiliations

  1. Information Systems Institute, University of Leipzig, Leipzig, Germany

    Katharina Blöcher & Rainer Alt

Authors
  1. Katharina Blöcher
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  2. Rainer Alt
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Corresponding author

Correspondence to Katharina Blöcher .

Editor information

Editors and Affiliations

  1. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology, Karlsruhe, Germany

    Gerhard Satzger

  2. INESC TEC, Universidade do Porto, Porto, Portugal

    Lia Patrício

  3. Institute for Manufacturing, University of Cambridge, Cambridge, UK

    Mohamed Zaki

  4. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology, Karlsruhe, Germany

    Niklas Kühl

  5. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology, Karlsruhe, Germany

    Peter Hottum

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Blöcher, K., Alt, R. (2018). An Approach for Customer-Centered Smart Service Innovation Based on Customer Data Management. In: Satzger, G., Patrício, L., Zaki, M., Kühl, N., Hottum, P. (eds) Exploring Service Science. IESS 2018. Lecture Notes in Business Information Processing, vol 331. Springer, Cham. https://doi.org/10.1007/978-3-030-00713-3_4

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  • DOI: https://doi.org/10.1007/978-3-030-00713-3_4

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