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An Integrative Quality Framework for Developing Industrial Smart Services

: Neuhüttler, Jens; Ganz, Walter; Spath, Dieter


Service science 11 (2019), No.3, pp.157-171
ISSN: 2164-3962
ISSN: 2164-3970
Ministerium für Wirtschaft, Arbeit und Wohnungsbau Baden-Württemberg

Business Innovation Engineering Center
Journal Article
Fraunhofer IAO ()

Data collected in the Internet of Things offers new opportunities for manufacturing companies to innovate and differentiate their increasingly significant service business. Developing these industrial smart services is a new and complex task that challenges manufacturing companies in many regards. One core issue is to design concepts and offers in a way that customers perceive a high value and accept the collection of sensible data. However, academic research on industrial smart services is still in its infancy and contributes only little knowledge about customer expectations and requirements. Understanding how customers perceive quality of smart services and which determinants influence these perceptions can support manufacturing companies in developing their offers successfully. In this regard, our paper provides an integrative framework for understanding and structuring quality perceptions of industrial smart services. The framework integrates quality categories of existing concepts in related research fields (e.g., digital services, personal services or technologies) and introduces new insights gained from a qualitative study among 20 academic experts. The structure of the framework and relevant categories of quality perceptions are explained in detail.