Chapter 6: Innovation and smart service systems
Restricted access

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.

You are not authenticated to view the full text of this chapter or article.

Access options

Get access to the full article by using one of the access options below.

Other access options

Redeem Token

Institutional Login

Log in with Open Athens, Shibboleth, or your institutional credentials

Login via Institutional Access

Personal login

Log in with your Elgar Online account

Login with you Elgar account