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Abstract: Introducing new technologies and integrating them with servicecentric business logic helps companies compete globally; this integration defines smart service innovation. More research is needed to understand how technologies enable smart service innovation from a generalizable and high-level perspective, to develop micro-level insights, and to incorporate stakeholders beyond manufacturers. This gap motivates our dual focus on data platforms and complex system delivery. A qualitative, embedded single-case study of two software firms and two shipyards co-developing the same platform reveals that data platforms drive smart service innovation through two interconnected mechanisms. Then managers convert these innovations into business benefits with three actions. These findings enrich smart service innovation research by detailing high-level mechanisms, micro-level lifecycle transformations, and multi-stakeholder value creation. The exploration of shipbuilding as an extremely complex context advances knowledge of using data platforms in connection with complex system delivery and smart service innovation.
Keywords: Smart service innovation; data platforms; complex system delivery; business benefits; lifecycle activities
1 Introduction
Innovation in business-to-business (B2B) markets stems from introducing new technologies or business models that create value for suppliers such as manufacturers and their customers (Chen et al., 2021; Raddats et al., 2022; Sjödin et ak, 2020). For instance, an automation-sector firm introduces the Internet of Things (loT) and predictive analytics (PA) as new technologies to drive customer-focused innovations (Huikkola ct al., 2022). Smart service innovation (SSI) blends intelligent technologies with service-centric business to help companies deepen customer relationships and sharpen competitive advantage (Chen et al., 2021; Raddats ct al., 2022). By embedding smartness and shifting value from simply selling products to offering solutions that include smart services, companies open new revenue streams and clearly distinguish themselves in the market (Sjödin et al., 2020).
Data platforms serve as crucial enablers of SSI. They combine data-driven capabilities with digital-platform business models (Beverungen ct al., 2021; Jovanovic et al., 2022; Raddats et al., 2022), helping firms solve complex problems and make better decisions (Allmendinger and Lombrcglia, 2005; Kamalaldin ct al., 2020). Additionally, they allow users to react to and interact with the platform in their daily work, reinforcing this support (Beverungen et al., 2021; Chen et al., 2021; Jovanovic et al., 2022).
Literature has identified multiple new technologies and their applications that enable SSI, such as loT, PA,...