Expectations vs. Reality – Benefits of Smart Services in the Field of Tension between Industry and Science

Simon Hagen, Oliver Thomas

In: Thomas Ludwig, Volkmar Pipek (editor). Proceedings of the 14th Internationale Tagung Wirtschaftsinformatik. Internationale Tagung Wirtschaftsinformatik (WI-2019) February 23-27 Siegen Germany Pages 647-660 ISBN 978-3-96182-063-4 universi - Universitätsverlag Siegen Siegen 2019.


The term “Smart Service” gains increased interest in science and practice since it promises to sig- nificantly improve a company’s value offering. However, its publicity might lead to overdrawn expectations, especially between practitioners and scientists working in this field. Therefore, we conduct a mixed-method study comparing the expected benefits of Smart Services in science and industry to help identify and close occurring gaps. The study consists of a literature review for the scientific point of view and a survey among practitioners to capture the benefits of Smart Services in both groups. The results predominantly reveal the same vision of both groups for Smart Services, but indicate slight but fundamental differences.

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German Research Center for Artificial Intelligence
Deutsches Forschungszentrum für Künstliche Intelligenz