...Luisa Gonçalves; Lia Patrício; Jorge Grenha Teixeira; Nancy V. Wünderlich Purpose This article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding...

...Daniel Beverungen; Dennis Kundisch; Nancy Wünderlich Purpose The purpose of this paper is to identify strategic options and challenges that arise when an industrial firm moves from providing smart service toward providing a platform. Design/methodology/approach This conceptual study takes...