Details
| Original language | English |
|---|---|
| Pages (from-to) | 27-67 |
| Number of pages | 41 |
| Journal | e-Service Journal |
| Volume | 13 |
| Issue number | 2 |
| Publication status | Published - 2022 |
Abstract
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In: e-Service Journal, Vol. 13, No. 2, 2022, p. 27-67.
Research output: Contribution to journal › Article › Research › peer review
}
TY - JOUR
T1 - Knowledge Management Systems for Smart Services
T2 - A Synthesis of Design Principles
AU - Dreyer, Sonja
AU - Werth, Oliver
AU - Olivotti, Daniel
AU - Guhr, Nadine
AU - Breitner, Michael H.
PY - 2022
Y1 - 2022
N2 - Smart services have become increasingly important in the last few years. The provision of smart services combined with product portfolios is advantageous because individual contexts of customers who use the products are addressed. While various and frequently changing data are collected and analyzed, specific knowledge is necessary to turn data into valuable information. A knowledge management system (KMS) adapted to requirements of provided smart services is necessary to aggregate, maintain, and provide knowledge. With a comprehensive literature review over 157 papers, we extracted requirements for KMS for smart services (Smart Service KMS). We present ten design principles derived from the requirements focusing on how tailored Smart Service KMS can be designed. We contribute to the theory by providing an overview about crucial requirements of Smart Service KMS. Practitioners can use our design principles to develop efficient Smart Service KMS
AB - Smart services have become increasingly important in the last few years. The provision of smart services combined with product portfolios is advantageous because individual contexts of customers who use the products are addressed. While various and frequently changing data are collected and analyzed, specific knowledge is necessary to turn data into valuable information. A knowledge management system (KMS) adapted to requirements of provided smart services is necessary to aggregate, maintain, and provide knowledge. With a comprehensive literature review over 157 papers, we extracted requirements for KMS for smart services (Smart Service KMS). We present ten design principles derived from the requirements focusing on how tailored Smart Service KMS can be designed. We contribute to the theory by providing an overview about crucial requirements of Smart Service KMS. Practitioners can use our design principles to develop efficient Smart Service KMS
U2 - 10.2979/eservicej.13.2.02
DO - 10.2979/eservicej.13.2.02
M3 - Article
VL - 13
SP - 27
EP - 67
JO - e-Service Journal
JF - e-Service Journal
SN - 1528-8234
IS - 2
ER -