Special Issue in Journal of Service Theory and Practice

The Bright & Dark Sides of Smart Service (Technologies)

Guest editors: Bilstein, N, Henkel, A & Heinonen, K

Deadline: 23 January 2023

Smart service is service delivered to or via connected devices with the ability to sense their surrounding and circumstances. Such smart service is thus enabled by different technologies such as Internet of Things (IoT), artificial intelligence (AI), robots, self-service devices, virtual reality (VR), or augmented reality (AR), all of which have begun to radically transform individuals, markets, businesses, and societies. Despite some excellent, early work on this topic, we are only at the beginning of understanding both positive and negative consequences of smart service for consumers, service providers and society at large.

To allow a more thorough understanding of bright and dark sides of smart service,  we call for service-oriented research to enhance prior insights on smart service (technologies). With this Special Issue, we seek to stimulate the discussion on the bright and dark sides of smart service by involving a variety of disciplinary vantage points, including business, management, psychology, and information systems.

We invite conceptual as well as empirical (qualitative and quantitative) articles with a strong theoretical foundation. We encourage particularly multidisciplinary research that addresses one of the following topics:

  •  Co-creation and co-destruction of value by smart service (technologies)
  •  Transformative potential of smart service (technologies) fostering well-being while avoiding ill-being of individuals and society
  •  Positive versus negative user emotions in the context of smart service
  •  Smart service (technologies) to promote sustainability and sustainable consumer behavior without harming others (i.e., third-parties)
  •  Technostress and negative psychological consequences of smart service (technologies) at work
  •  Benefit and threats of working in heterogenous teams (i.e., robots and humans)
  •  Benefits and challenges in smart service innovation and service design
  •  Legal challenges connected to smart service innovations
  •  Drivers and barriers of smart service use with a focus on collective value creation in contrast to individual value creation

All submissions will undergo a double-blind review process, and must adhere to the guidelines of JSTP specified here. Authors should select (from the drop-down menu) the special issue title at the appropriate step in the submission process, i.e. in response to “Please select the issue you are submitting to.”

For more information, please contact the guest editors.

Full call available here.