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  2. School of Engineering
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  4. Publikationen School of Engineering
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dc.contributor.authorMeierhofer, Jürg-
dc.contributor.authorHeitz, Christoph-
dc.contributor.authorHannich, Frank-
dc.date.accessioned2021-09-13T07:53:02Z-
dc.date.available2021-09-13T07:53:02Z-
dc.date.issued2021-09-
dc.identifier.urihttps://naplesforumonservice.com/wp-content/uploads/2021/09/meierhofer-heitz-hannich-optimizing-service-value-creation.pdfde_CH
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/23091-
dc.descriptionBest Paper : Service Science https://blog.zhaw.ch/digital-futures-lab/2021/11/25/smart-connected-products-jurg-meierhofer-and-team-win-best-paper-award/de_CH
dc.description.abstractPurpose: This paper describes a novel quantitative model for the design of the service interactions in the life cycle of customers using smart connected products – typically in industrial environments, i.e., in Industry 4.0 context – with the goal of optimizing mutual service value creation for both the customer and the provider. Design/Methodology/approach: The presented novel methodology is based on a quantitative system modelling of the mutual value creation both for the customer and the provider as a function of the provider’s effort to leverage the data of smart connected products, by focusing on the customer’s perceived value, on the one hand, and the provider’s value, on the other hand. The impact on value creation is modelled independently for the customer and the provider, respectively, within their specific value framework. For optimizing value creation, a multi-objective optimization approach is applied. Findings: The quantitative model considering the provider’s and customer’s benefits and efforts reflects that utilizing data resources of smart connected products impacts the mutual value creation in different ways: first, it impacts the customer’s value in context. Second, it impacts the value created for the provider by influencing the customer relationship with effects on, e.g., customer lifetime value, acquisition, retention, or new service development, and by influencing the costs for service provisioning. The model captures both sides of the value creation as a result of the design choices. Based on this, approaches from multi-objective optimization are used for optimizing the value created both for the customer and the provider, leading to a subset of Pareto-optimal designs. The application of the quantitative model to typical actor to actor interactions shows that they are mostly not Pareto-optimal and thus have improvement potential for increasing total value creation. Research limitations/implications: This conceptual model can (and should) be further validated and refined in practical business contexts. Possible extensions are discussed such as, e.g., a market model which relates the created customer value to market demand. Practical implications: The model presented in this paper provides a new framework which can be used by firms for designing optimized services and optimize their offering and adoption by customers across the customer relationship lifecycle. Originality/value: The innovation of this paper is the new approach quantitatively linking customer and product life cycle design choices to value creation.de_CH
dc.language.isoende_CH
dc.rightsLicence according to publishing contractde_CH
dc.subjectSmart servicesde_CH
dc.subjectSmart connected productsde_CH
dc.subjectCustomer relationship lifecyclede_CH
dc.subjectInteraction modellingde_CH
dc.subjectValue creationde_CH
dc.subject.ddc658.5: Produktionssteuerungde_CH
dc.titleOptimizing service value creation with smart, connected productsde_CH
dc.typeKonferenz: Paperde_CH
dcterms.typeTextde_CH
zhaw.departementSchool of Engineeringde_CH
zhaw.organisationalunitInstitut für Datenanalyse und Prozessdesign (IDP)de_CH
zhaw.conference.detailsThe 2021 Naples Forum on Service, a Service Lens on Changing Business and Society, Capri, Italy, 6-9 September 2021de_CH
zhaw.funding.euNode_CH
zhaw.originated.zhawYesde_CH
zhaw.parentwork.editorGummesson, Evert-
zhaw.parentwork.editorMele, Cristina-
zhaw.parentwork.editorPolese, Francesco-
zhaw.publication.statuspublishedVersionde_CH
zhaw.publication.reviewPeer review (Abstract)de_CH
zhaw.title.proceedingsProceedings of the 2021 Naples Forum on Servicede_CH
zhaw.webfeedDatalabde_CH
zhaw.webfeedIndustrie 4.0de_CH
zhaw.webfeedService Engineeringde_CH
zhaw.webfeedZHAW digitalde_CH
zhaw.funding.zhawGestaltung der Interaktionen von Mensch und Maschine in autonomen digitalen Service Ecosystemen (sozio-technischen Systemen)de_CH
zhaw.author.additionalNode_CH
zhaw.display.portraitYesde_CH
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Meierhofer, J., Heitz, C., & Hannich, F. (2021). Optimizing service value creation with smart, connected products [Conference paper]. In E. Gummesson, C. Mele, & F. Polese (Eds.), Proceedings of the 2021 Naples Forum on Service. https://naplesforumonservice.com/wp-content/uploads/2021/09/meierhofer-heitz-hannich-optimizing-service-value-creation.pdf
Meierhofer, J., Heitz, C. and Hannich, F. (2021) ‘Optimizing service value creation with smart, connected products’, in E. Gummesson, C. Mele, and F. Polese (eds) Proceedings of the 2021 Naples Forum on Service. Available at: https://naplesforumonservice.com/wp-content/uploads/2021/09/meierhofer-heitz-hannich-optimizing-service-value-creation.pdf.
J. Meierhofer, C. Heitz, and F. Hannich, “Optimizing service value creation with smart, connected products,” in Proceedings of the 2021 Naples Forum on Service, Sep. 2021. [Online]. Available: https://naplesforumonservice.com/wp-content/uploads/2021/09/meierhofer-heitz-hannich-optimizing-service-value-creation.pdf
MEIERHOFER, Jürg, Christoph HEITZ und Frank HANNICH, 2021. Optimizing service value creation with smart, connected products. In: Evert GUMMESSON, Cristina MELE und Francesco POLESE (Hrsg.), Proceedings of the 2021 Naples Forum on Service [online]. Conference paper. September 2021. Verfügbar unter: https://naplesforumonservice.com/wp-content/uploads/2021/09/meierhofer-heitz-hannich-optimizing-service-value-creation.pdf
Meierhofer, Jürg, Christoph Heitz, and Frank Hannich. 2021. “Optimizing Service Value Creation with Smart, Connected Products.” Conference paper. In Proceedings of the 2021 Naples Forum on Service, edited by Evert Gummesson, Cristina Mele, and Francesco Polese. https://naplesforumonservice.com/wp-content/uploads/2021/09/meierhofer-heitz-hannich-optimizing-service-value-creation.pdf.
Meierhofer, Jürg, et al. “Optimizing Service Value Creation with Smart, Connected Products.” Proceedings of the 2021 Naples Forum on Service, edited by Evert Gummesson et al., 2021, https://naplesforumonservice.com/wp-content/uploads/2021/09/meierhofer-heitz-hannich-optimizing-service-value-creation.pdf.


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