Journal of Service Management: Volume 33 Issue 1

Transcendent service management

Richard Thomas Watson, Leyland F. Pitt

This vision article alerts service managers to the potential of cognitive computing to reframe their value propositions. Humans are bounded in three ways: perception, rationality…

Customer fairness perceptions in augmented reality-based online services

Sonja Christ-Brendemühl, Mario Schaarschmidt

An increasing number of retailers is trying to stimulate customers by embedding augmented reality (AR) features such as video try-on into the online shopping experience. As such…

Content versus community focus in live streaming services: how to drive engagement in synchronous social media

Johann N. Giertz, Welf H. Weiger, Maria Törhönen, Juho Hamari

Social live-streaming services are an emerging form of social media that is gaining in popularity among researchers and practitioners. By facilitating real-time interactions…

Guest editorial: the future of servitization in a digital era

Christian Kowalkowski, Ali Ziaee Bigdeli, Tim Baines

Patterns of business model innovation for advancing IoT platforms

Lino Markfort, Alexander Arzt, Philipp Kögler, Sven Jung, Heiko Gebauer, Sebastian Haugk, Christian Leyh, Felix Wortmann

The emergence of Internet of Things (IoT) platforms in product companies opens up new data-driven business opportunities. This paper looks at the emergence of these IoT platforms…

Digital service innovation: a paradigm shift in technological innovation

Marco Opazo-Basáez, Ferran Vendrell-Herrero, Oscar F. Bustinza

Existing innovation frameworks suggest that manufacturing firms have traditionally developed a complementary model of technological innovations comprising process and product…

Unfolding the simple heuristics of smart solution development

Tuomas Huikkola, Marko Kohtamäki, Rodrigo Rabetino, Hannu Makkonen, Philipp Holtkamp

The present study intends to foster understanding of how a traditional manufacturer can utilize the “simple rules” approach of managerial heuristics to facilitate its smart…

Digital servitization strategies for SME internationalization: the interplay between digital service maturity and ecosystem involvement

Milad Kolagar, Wiebke Reim, Vinit Parida, David Sjödin

The purpose of this study is to understand how digital servitization enables the process of internationalization for industrial SMEs.