Value Perceptions on Smart Service Offerings in Manufacturing

Martin Ebel (), Marleen Voss (), Jens Poeppelbuss (), Andreas Greve (), André Sobieraj () and Frank Schomburg ()
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Martin Ebel: Ruhr-Universität Bochum
Marleen Voss: Ruhr-Universität Bochum
Jens Poeppelbuss: Ruhr-Universität Bochum
Andreas Greve: nextpractice-Institut für Komplexität und Wandel
André Sobieraj: nextpractice-Institut für Komplexität und Wandel
Frank Schomburg: nextpractice-Institut für Komplexität und Wandel

A chapter in Smart Services Summit, 2023, pp 3-12 from Springer

Abstract: Abstract Digital servitization describes the change of business models towards smart service offerings enabled by digitization. One challenge of digital servitization for manufacturers is to gain a better understanding how smart services generate value-in-use. To examine individual value-in-use concepts regarding smart services, we conducted and analyzed 22 in-depth interviews with the repertory grid technique. Our findings show that the respondents have a fairly uniform understanding of what constitutes an ideal service. Their perception of the service of tomorrow, smart service, and remote service offerings is closer to a future ideal than the service of today. Further we were able to group individual value perceptions into four groups and to discuss differences of an external and internal view on smart service. Interestingly sustainability was not mentioned as a value dimension in our study, which should be investigated further.

Keywords: Smart service; Repertory grid; Value-in-use (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prochp:978-3-031-36698-7_1

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DOI: 10.1007/978-3-031-36698-7_1

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