Resilient smart services

Recent crises like the COVID-19 pandemic raise awareness for the necessity to build resilience in businesses. With the progression of digitalization, there is an increasing focus on smart services and its integral technologies of the Internet of Things (IoT) and Artificial Intelligence (AI) to increase resilience. In reality, the novelty and high complexity of smart service systems can cause many unknown problems for the smart services themselves. For this reason, we argue that a more detailed understanding of resilience is crucial to create successful smart services. To illustrate the current state of research in a representative manner, we conduct a systematic literature review. In a concept-based approach, we gather and analyze existing literature using the underlying identified performance components of smart services and phases of resilience. This enables us to compile the current knowledge and gain insights into the scope and limitations of the research field.