Table 1 A two-dimensional perspective on... | Emerald Publishing

Table 1

A two-dimensional perspective on smart service research

	Bright sides	Dark sides
Consumer level	Enhancing Consumer Well-being: Research on how smart services contribute to individual and collective well-being, self-efficacy, and reduced levels of embarrassment Promoting Sustainable Behaviors: Investigate the role of smart services in encouraging environmentally friendly consumer behaviors and raising awareness about sustainability Understanding and Addressing Consumer Perceptions: Focusing on how consumers perceive the benefits of smart services, including aspects like convenience and satisfaction	Privacy and Ethical Concerns: Delving into consumer privacy issues, ethical dilemmas and understanding how these concerns impact consumer behavior and trust Psychological Consequences for Consumers: Investigating the negative psychological impacts on consumers, such as technostress, detachment from reality and feelings of vulnerability
Firm level	Value Creation in Business Models: Examining how firms can leverage smart services. Researching how principles of service design can inform the development and implementation of smart services within organizations Employee Augmentation and Support: Exploring how smart services can be used to augment and support the roles of service employees, improving their work experience and efficiency	Managing Negative Consumer Perceptions: Studying organizational approaches to mitigate negative perceptions and consequences of using smart services, such as consumer backlash due to privacy concerns Balancing Efficiency with Consumer Trust: Exploring how firms can balance the efficiency gains from smart services with the need to maintain consumer trust and address ethical considerations Inequality and Accessibility: Researching how firms can develop strategies to ensure that smart services do not exacerbate social inequalities and are accessible to a broader range of consumers

	Bright sides	Dark sides
Consumer level	Enhancing Consumer Well-being: Research on how smart services contribute to individual and collective well-being, self-efficacy, and reduced levels of embarrassmentPromoting Sustainable Behaviors: Investigate the role of smart services in encouraging environmentally friendly consumer behaviors and raising awareness about sustainabilityUnderstanding and Addressing Consumer Perceptions: Focusing on how consumers perceive the benefits of smart services, including aspects like convenience and satisfaction	Privacy and Ethical Concerns: Delving into consumer privacy issues, ethical dilemmas and understanding how these concerns impact consumer behavior and trustPsychological Consequences for Consumers: Investigating the negative psychological impacts on consumers, such as technostress, detachment from reality and feelings of vulnerability
Firm level	Value Creation in Business Models: Examining how firms can leverage smart services. Researching how principles of service design can inform the development and implementation of smart services within organizationsEmployee Augmentation and Support: Exploring how smart services can be used to augment and support the roles of service employees, improving their work experience and efficiency	Managing Negative Consumer Perceptions: Studying organizational approaches to mitigate negative perceptions and consequences of using smart services, such as consumer backlash due to privacy concernsBalancing Efficiency with Consumer Trust: Exploring how firms can balance the efficiency gains from smart services with the need to maintain consumer trust and address ethical considerationsInequality and Accessibility: Researching how firms can develop strategies to ensure that smart services do not exacerbate social inequalities and are accessible to a broader range of consumers

Source(s): Table created by the authors