Center for Services Leadership - Emerging Knowledge: Smart Services and Self-Service Technologies

Emerging Knowledge: Smart Services and Self-Service Technologies

Overview

Technology plays a critical role in today’s services world. It is being adopted and utilized to make existing services more efficient and effective and enable new service offerings for the benefit of customers and the organization. Smart services – i.e., services enabled by remote connectivity – and self-service technologies are critical topic areas.

To date, there has been significant research in self-service technologies focused on how organizations can use self-service technologies to deliver an improved customer experience at lower costs. However, there are still unanswered countless questions. For example, what is the optimal mix of customer, employee, and technology in delivering service? How do you measure and balance cost effectiveness from the organization’s perspective and benefit maximization from the customers’ perspective? How do you educate and guide the right customers to use the right channels at the right times?

In contrast, research within the smart services area is truly in its infancy. The technology is clearly available to enable new service offerings through remote connectivity but the major questions are unanswered. For example, what are the business models for these new service offerings? What is the value to customers? How do you price these offerings? How do you drive adoption and use?

Existing research in parallel contexts can be leveraged to guide the way for organizations in this arena. However, cutting-edge research is required to understand and lay out the path ahead to ensure organizations are getting value from investments in smart services and self-service technology.

The CSL's Expertise and Interest

The CSL and its faculty network leaders have expertise in the area of self-service technologies and have begun to build expertise in smart services over the past few years. This expertise comes from cutting-edge research as well as involvement in leading conferences in this space. This experience includes serving as the Academic Affiliate for Qualcomm's 2008 Smart Services Leadership Summit and 2009 Smart Services Leadership Summit.

To build on this base, the CSL and its faculty network leaders are committed to advancing this emerging knowledge area by working hand in hand with industry leaders. This includes but is not limited to conducting cutting-edge research, conducting case studies, and participating in leading academic and business conferences.

If you are interested in discussing opportunities through the CSL, please contact Kevin Burkhard at 480-965-5235 or Kevin.Burkhard@asu.edu.

CSL Faculty Network Leaders

This emerging knowledge is being led by:

Dr. Michael Goul, Chair and Professor Information Systems and CSL Research Faculty
W. P. Carey School of Business
Arizona State University

Dr. Amy Ostrom, Associate Professor of Marketing and CSL Research Faculty
W. P. Carey School of Business
Arizona State University

Dr. Matthew Meuter, Chevron Faculty IT Fellow, Professor of Marketing and CSL Research Faculty
College of Business
California State University, Chico

Dr. Mary Jo Bitner, PetSmart Chair in Services Leadership Professor and Academic Director and CSL Research Faculty
Center for Services Leadership
W. P. Carey School of Business
Arizona State University

Resources to Contact

If you have questions or comments, please contact the CSL at 480-965-6201 or CSL@asu.edu.