Service systems are arrangements of people, technologies, information, and organizations that create mutual value through joint action and interaction. Technologies incorporate routine knowledge and routine behaviors, usually simplifying tasks and freeing up resources for deliberate action, and often leading to innovation. Yet it is not always clear what should be automated, or whether and when automation will improve system performance or provide some other system-level innovation. In this chapter, we aim to provide some insight into such questions of innovation and design, particularly design of technologies to support value cocreation in autonomous or smart service systems. Using a series of case studies, our findings suggest (1) a taxonomy of technologies for smart service systems, (2) design principles for effective value cocreation in smart service systems, and (3) the beginnings of a theory of contributions of technologies to value cocreation. Our focus will be data-use for value creation in smart service systems.
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