Abstract Service firms are now interacting with customers through a multitude of channels or
touchpoints. This progression into the digital realm is leading to an explosion of data, and …

Big data analytics capability can reshape competitive advantages for a service system.
However, little is known about how to develop and operationalize a service system analytics …

Recent research has shown that the trade-off between customer satisfaction and productivity
can be mitigated through three strategic pathways: the (1) operations management (OM) …

Smart service systems are upon us. Fuelled by unprecedented advances in connectivity,
sensors, data storage and computation (Beverungen et al. 2019), smart service systems are …

Purpose–The purpose of this paper is to provide insights into the benefits of data‐driven
services marketing and provide a conceptual framework for how to link traditional and new …

The digital transformation offers new opportunities for organizations to expand their existing
service portfolio in order to achieve competitive advantages. A popular way to create new …

The impact of big data on innovation is not only driven by technology and analytics. It
involves a transformation of the organizational culture, structures, processes, roles, and …

While the use of big data tends to add value for business throughout the entire value chain,
the integration of big data analytics (BDA) to the decision-making process remains a …

As traditionally measured, services, which include everything from transportation to retail to
healthcare to entertainment to hospitality and more, account for most economic activity …

The article reports on an exploratory, multisite case study of four organizations from the
insurance, banking, telecommunications, and e-commerce industries that implemented big …