A Review on the Customer Role in Smart Service Co-Creation

dc.contributor.author Voss, Marleen
dc.contributor.author Ebel, Martin
dc.contributor.author Marus, Thomas Jan
dc.contributor.author Drenhaus, Dennis Patrick
dc.date.accessioned 2021-12-24T17:34:54Z
dc.date.available 2021-12-24T17:34:54Z
dc.date.issued 2022-01-04
dc.description.abstract In the course of digital servitization and the introduction of smart services, the provider-customer relationship in manufacturing industries is changing. The cooperation between providers and customers, which is also referred to as co-creation in research, can have a positive impact on the value creation of both parties in the various development phases of smart service. Co-creation is understood as a two-way communication in which providers and customers can exchange their resources, for example in the form of knowledge and skills. However, so far research has focused on the role of the provider in this constellation. Through a systematic literature review, this article examines the role of customers within industrial smart services. Four core areas could be identified within co-creation. These are discussed in the context of existing paradoxes and it is shown that the customer perspective should be given equal consideration in future research.
dc.format.extent 10 pages
dc.identifier.doi 10.24251/HICSS.2022.242
dc.identifier.isbn 978-0-9981331-5-7
dc.identifier.uri http://hdl.handle.net/10125/79574
dc.language.iso eng
dc.relation.ispartof Proceedings of the 55th Hawaii International Conference on System Sciences
dc.rights Attribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.uri https://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subject Service Science
dc.subject advanced service
dc.subject co-cration
dc.subject customer
dc.subject digital servitization
dc.subject smart service
dc.title A Review on the Customer Role in Smart Service Co-Creation
dc.type.dcmi text
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