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Exploring the Potential of Smart Service Systems: A Multi-Actor View on Affordances and Their Actualization

Heinz, Daniel ORCID iD icon 1,2; Benz, Carina 1,2; Bode, Jan 1,2; Hunke, Fabian 1,2; Satzger, Gerhard 1,2
1 Karlsruhe Service Research Institute (KSRI), Karlsruher Institut für Technologie (KIT)
2 Institut für Wirtschaftsinformatik und Marketing (IISM), Karlsruher Institut für Technologie (KIT)


Smart physical products increasingly shape a connected world and serve as boundary objects for the formation of ‘smart service systems. While these systems bear the potential to co-create value between partners in various industries, IS research still struggles to fully capture the phenomenon to support successful digital innovation in IoT settings.
In our work, we analyze the phenomenon of smart service systems taking an affordance- actualization perspective. Based on a qualitative content analysis of a multi-case study, we identify elements and propositions to build mid-range theoretical knowledge for smart service systems. These conceptual findings are further illustrated with a real-world case study. We suggest that providers and users of smart products not only realize their own affordances via their actions but can affect the immediate concrete outcomes of partners. The developed theoretical framework and six distinct propositions should build the theoretical base for further research into the phenomenon in related disciplines.

Postprint §
DOI: 10.5445/IR/1000146950/post
Veröffentlicht am 16.03.2023
DOI: 10.5771/2511-8676-2022-2-132
Zitationen: 2
Cover der Publikation
Zugehörige Institution(en) am KIT Institut für Wirtschaftsinformatik und Marketing (IISM)
Karlsruhe Service Research Institute (KSRI)
Publikationstyp Zeitschriftenaufsatz
Publikationsdatum 15.03.2022
Sprache Englisch
Identifikator ISSN: 2511-8676
KITopen-ID: 1000146950
Erschienen in Journal of Service Management Research (SMR)
Verlag Nomos Verlagsgesellschaft
Band 6
Heft 2
Seiten 132 - 146
Schlagwörter smart service systems, Internet-of-Things, affordances, actualization processes, digital innovation, case study research
Nachgewiesen in Dimensions
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