Skip to main content
SpringerLink
Log in

Smart Service Engineering

  • Chapter
  • First Online:
Smart Service Management

Abstract

This chapter presents Smart Service Engineering as a development approach for a customer-centric and highly iterative development of smart services. It outlines the development of data-based services in an industrial context, starting with the development of a strategy, followed by the iteration of prototypes, and finally leading to the successful market launch.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
eBook
USD 16.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 16.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD 89.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  • Anderl, E., Schumann, J. H., & Kunz, W. (2016). Helping firms reduce complexity in multichannel online data: A new taxonomy-based approach for customer journeys. Journal of Retailing, 92(2), 185–203. https://doi.org/10.1016/j.jretai.2015.10.001.

    Article  Google Scholar 

  • Anderson, J., & Markides, C. (2007). Strategic innovation at the base of the pyramid. MIT Sloan Management Review, 49(1), 83.

    Google Scholar 

  • Beverungen, D., Lüttenberg, H., & Wolf, V. (2018). Recombinant service systems engineering. Business & Information Systems Engineering, 60(5), 377–391.

    Article  Google Scholar 

  • Borgmeier, A., Buchholz, C., & Grohmann, A. (2017). Lessons Learned und Vorgehensweise zum Aufbau von Smart Services. In A. Borgmeier, A. Grohmann, & S. F. Gross (Eds.), Smart Services und Internet der Dinge: Geschäftsmodelle, Umsetzung und Best Practices: Industrie 4.0, Internet of Things (IoT), Machine-to-Machine, Big Data, Augmented Reality Technologie (pp. 263–286). München: Carl Hanser Verlag GmbH.

    Chapter  Google Scholar 

  • Dreyer, S., Zeren, J., Lebek, B., et al. (Eds.). (2018). Critical success factors for introducing smart services: A supplier’s perspective. Lüneburg: Multikonferenz Wirtschaftsinformatik.

    Google Scholar 

  • Edvardsson B, Kristensson P, Magnusson P et al. (2012) Customer integration within service development—A review of methods and an analysis of insitu and exsitu contributions. zTechnovation 32(7–8): 419–429. doi: https://doi.org/10.1016/j.technovation.2011.04.006.

  • Haab, H., Bieber, D., & Elfert, P. (2019). Zwischen Interaktionsarbeit und Service-Engineering – Auf dem Weg zu einem integrativen Ansatz in der Dienstleistungsforschung. In V. Stich, J. H. Schumann, D. Beverungen, et al. (Eds.), Digitale Dienstleistungsinnovationen (Vol. 10, pp. 49–71). Berlin, Heidelberg: Springer.

    Chapter  Google Scholar 

  • Hastie, S., & Wick, A. (2014). User stories and use cases – Don’t use both! Retrieved September 9, 2018, from https://www.batimes.com/articles/user-stories-and-use-cases-dont-use-both.html

  • Immonen, A., Ovaska, E., Kalaoja, J., et al. (2016). A service requirements engineering method for a digital service ecosystem. Service Oriented Computing and Applications, 10(2), 151–172. https://doi.org/10.1007/s11761-015-0175-0.

    Article  Google Scholar 

  • Jussen, P., & Frank, J. (2018). Whitepaper Datenbasierte Dienstleistungen: Mit datenbasierten Geschäftsmodellen in der produzierenden Industrie erfolgreich sein.

    Google Scholar 

  • Kuehl, N. (2016). Needmining: Towards analytical support for service design. In T. Borangiu, M. Dragoicea, & H. Nóvoa (Eds.), Exploring services science (Vol. 247, pp. 187–200). Cham: Springer.

    Chapter  Google Scholar 

  • Leimeister, J. M. (2020). Dienstleistungsengineering und -management: Data-driven Service Innovation/Jan Marco Leimeister (2nd ed.). Berlin, Heidelberg: Springer Gabler.

    Book  Google Scholar 

  • Matthing, J., Sandén, B., & Edvardsson, B. (2004). New service development: Learning from and with customers. International Journal of Service Industry Management, 15(5), 479–498.

    Article  Google Scholar 

  • Moser, B., Jussen, P., & Kampker, A. (2018). Smart service engineering: An agile approach to develop data-driven services. Frontiers in Service, Austin, TX.

    Google Scholar 

  • Naidu, M. S. (2015). Changing scenario of testing paradigms using DevOps – A comparative study with classical models. Global Journal of Computer Science and Technology, 15(2), 23–27.

    Google Scholar 

  • Osterwalder, A., Pigneur, Y., Bernarda, G., et al. (2014). Value proposition design. Strategyzer series. Hoboken, NJ: Wiley.

    Google Scholar 

  • Pöppelbuß, J., & Durst, C. (2017). Smart Service Canvas – Ein Werkzeug zur strukturierten Beschreibung und Entwicklung von Smart-Service-Geschäftsmodellen. In M. Bruhn & K. Hadwich (Eds.), Dienstleistungen 4.0 (pp. 91–110). Wiesbaden: Springer Fachmedien.

    Chapter  Google Scholar 

  • Pümpin, A., & Amann, W. (2005). Kernkompetenzen aufbauen und umsetzen (1st ed.). Bern: Haupt Verlag.

    Google Scholar 

  • Rabe, M., Kühn, A., Dumitrescu, R., et al. (2017). Impact of smart services to current value networks. Journal of Mechanical Engineering, 13(2), 10–20.

    Google Scholar 

  • Randhawa, K., & Scerri, M. (2015). Service innovation: A review of the literature. In R. Agarwal, W. Selen, G. Roos, et al. (Eds.), The handbook of service innovation (pp. 27–51). London: Springer.

    Chapter  Google Scholar 

  • Redlich, B., Becker, F., Fischer, S., et al. (2018). Das DETHIS-Verfahren: Design Thinking für das Service-Engineering in kleinen und mittleren Unternehmen. In V. Stich, J. H. Schumann, D. Beverungen, et al. (Eds.), Digitale Dienstleistungsinnovationen (pp. 73–88). Berlin, Heidelberg: Springer.

    Google Scholar 

  • Ries, E. (2017). Lean Startup: Schnell, risikolos und erfolgreich Unternehmen gründen (5th ed.). München [Ann Arbor, MI]: Redline Verlag [ProQuest].

    Google Scholar 

  • Roy, R., Shehab, E., Tiwari, A., et al. (2009). The servitization of manufacturing. Journal of Manufacturing Technology Management, 20(5), 547–567.

    Article  Google Scholar 

  • Schuh, G., Stich, V., & Basse, F. et al. (2017a). Change request im Produktionsbetrieb. In WZL an der RWTH Aachen, Fraunhofer IPT (Eds.), Internet of production für agile Unternehmen. (pp. 111–127). Aachen: Apprimus.

    Google Scholar 

  • Schuh, G., Diels, F., Ortlieb, C. et al. (2017b). Agile Produktentwicklung. In WZL an der RWTH Aachen, Fraunhofer IPT (Eds), Internet of Production für agile Unternehmen (pp. 31–49). Aachen: Apprimus.

    Google Scholar 

  • Stich, V. (2018). Smart services entwickeln (Vol. 21). Aachen: Aachener Dienstleistungsforum.

    Google Scholar 

  • von Engelhardt, S., Enstahler, J., Giechen, J.-H. et al. (2018). Smart Service Welt Innovationsbericht 2018 – Begleitforschung Smart Service Welt. Retrieved August 30, 2018, from https://vdivde-it.de/de/publikation/smart-service-welt-innovationsbericht-2018

  • von Hippel, E. (1986). Lead users: A source of novel product concepts. Management Science, 32(7), 791–805.

    Article  Google Scholar 

  • Wissentschaftliche Dienste Deutscher Bundestag. (2016). Zur Diskussion um die Verkürzung von Produktlebenszyklen. Retrieved December 9, 2019, from https://www.bundestag.de/resource/blob/438002/42b9bf2ae2369fd4b8dd119d968a1380/wd-5-053-16-pdf-data.pdf

Download references

Author information

Authors and Affiliations

  1. Institute for Industrial Management (FIR) at RWTH Aachen University, Aachen, Germany

    Benedikt Moser & Marcel Faulhaber

Authors
  1. Benedikt Moser
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Marcel Faulhaber
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Benedikt Moser .

Editor information

Editors and Affiliations

  1. University of Bonn, Bonn, Germany

    Maria Maleshkova

  2. Karlsruhe Institute of Technology, Karlsruhe, Germany

    Niklas Kühl

  3. Schaeffler Monitoring Services GmbH, Herzogenrath, Germany

    Philipp Jussen

Rights and permissions

Reprints and permissions

Copyright information

© 2020 Springer Nature Switzerland AG

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Moser, B., Faulhaber, M. (2020). Smart Service Engineering. In: Maleshkova, M., Kühl, N., Jussen, P. (eds) Smart Service Management. Springer, Cham. https://doi.org/10.1007/978-3-030-58182-4_5

Download citation

  • DOI: https://doi.org/10.1007/978-3-030-58182-4_5

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-58181-7

  • Online ISBN: 978-3-030-58182-4

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation