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

AbstractArtificial Intelligence (AI) has expanded in a diverse context, it infiltrates our social lives and is a critical part of algorithmic decision-making. Adopting AI technology, especially AI-enabled design, by end users who are non-AI experts is still limited. The incomprehensible, untransparent decision-making and difficulty of using AI become obstacles which prevent these end users to adopt AI technology. How to design the user experience (UX) based on AI technologies is an interesting topic to explore.This paper investigates how non-AI-expert end users can be engaged in the design process of an AI-enabled application by using a framework called Smart Service Blueprint Scape (SSBS), which aims to establish a bridge between UX and AI systems by mapping and translating AI decisions based on UX. A Dutch mobility service called ‘stUmobiel ’ was taken as a design case study. The goal is to design a reservation platform with stUmobiel end users. Co-creating with case users and assuring them to understand the decision-making and service provisional process of the AI-enabled design is crucial to promote users’ adoption. Furthermore, the concern of AI ethics also arises in the design process and should be discussed in a broader sense.

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Editorial—Smart Service Systems, Human-Centered Service Systems, and the Mission ofService Science

Service Science ◽

10.1287/serv.2015.0100 ◽

2015 ◽

Vol 7 (2) ◽

pp. ii-iii ◽

Cited By ~ 9

Author(s):

Paul P. Maglio

Keyword(s):

Service Systems ◽

Smart Service

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The different shades of innovation emergence in smart service systems: the case of Italian cluster for aerospace technology

Journal of Business and Industrial Marketing ◽

10.1108/jbim-02-2020-0091 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Orlando Troisi ◽

Anna Visvizi ◽

Mara Grimaldi

Keyword(s):

New Technologies ◽

Service Systems ◽

Constructivist Grounded Theory ◽

Structured Interviews ◽

Social Rules ◽

Content Type ◽

Novel Technologies ◽

Aerospace Technology ◽

Smart Service ◽

Relational Strategies

Purpose The purpose of this paper is to explore the emergence of innovation in smart service systems to conceptualize how actor’s relationships through technology-enabled interactions can give birth to novel technologies, processes, strategies and value. The objectives of the study are: to detect the different enablers that activate innovation in smart service systems; and to explore how these can lead dynamically to the emergence of different innovation patterns. Design/methodology/approach The empirical research adopts an approach based on constructivist grounded theory, performed through observation and semi-structured interviews to investigate the development of innovation in the Italian CTNA (Italian acronym of National Cluster for Aerospace Technology). Findings The identification and re-elaboration of the novelties that emerged from the analysis of the Cluster allow the elaboration of a diagram that classifies five different shades of innovation, introduced through some related theoretical propositions: technological; process; business model and data-driven; social and eco-sustainable; and practice-based. Originality/value The paper embraces a synthesis view that detects the enabling structural and systems dimensions for innovation (the “what”) and the way in which these can be combined to create new technologies, resources, values and social rules (the “how” dimension). The classification of five different kinds of innovation can contribute to enrich extant research on value co-creation and innovation and can shed light on how given technologies and relational strategies can produce varied innovation outcomes according to the diverse stakeholders engaged.

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