Skip to main content
SpringerLink
Log in

Automatisiert und trotzdem personalisiert – Die Dienstleistung der Zukunft

  • Chapter
  • First Online:
Automatisierung und Personalisierung von Dienstleistungen

Part of the book series: Forum Dienstleistungsmanagement ((FD))

Zusammenfassung

Aktuelle technologische Entwicklungen ermöglichen zunehmend vernetzte, kontextsensitive und proaktive personalisierte Dienstleistungen. Mit den steigenden Erwartungen von Nutzern, wächst der Druck auf Anbieter mit den technologischen Möglichkeiten Schritt zu halten, um wettbewerbsfähig zu bleiben. In Anbetracht der Relevanz aktueller Entwicklungen werden in diesem Artikel Nutzenpotentiale der automatisierten Personalisierung durch eine strukturierte Literaturanalyse in den Anwendungsbereichen Smart Home, Smart Mobility, Health Care und E-Learning identifiziert und Implikationen einer wertgetriebenen Entwicklungsperspektive diskutiert.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 64.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Hardcover Book
USD 84.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

Similar content being viewed by others

Literatur

  • Aguirre, E./Mahr, D./Grewal, D./de Ruyter, K./Wetzels, M. (2015): Unraveling the personalization paradox – The effect of information collection and trust-building strategies on online advertisement effectiveness, in: Journal of Retailing, Vol. 91, No. 1, S. 34-49.

    Google Scholar 

  • Aldrich, F.K. (2003): Smart homes – Past, present and future, in: Harper, R. (Hrsg.): Inside the Smart Home, London, S. 17-39.

    Google Scholar 

  • Anzanpour, A./Azimi, I./Goetzinger, M./Rahmani, A.M./Taherinejad, N./Liljeberg P./Jantsch, A./Dutt, N. (2017): Self-awareness in remote health monitoring systems using wearable electronics, in: Date ’17 Proceedings of the Design, Automation and Test in Europe Conference & Exhibition, Lausanne, S. 1056-1061.

    Google Scholar 

  • Arora, N./Dreze, X./Ghose, A./Hess, J.D./Iyengar, R./Jing, B./Joshi, Y.V./Kumar, V./Lurie, N.H./Neslin, S./Sajeesh, S./Su, M./Syam, N.B./Thomas, J./Zhang, Z. (2008): Putting one-to-one marketing to work – Personalization, customization and choice, in: Marketing Letters, Vol. 19, No. 3, S. 305-321.

    Google Scholar 

  • Barrett, M.I./Davidson, E./Prabhu, J.C./Vargo, S.L. (2015): Service innovation in the digital age – Key contributions and future directions, in: MIS Quarterly, Vol. 39, No. 1, S. 135-154.

    Google Scholar 

  • Batra, A./Sethi, G.S./Mann, S. (2019): Personalized automation of electrical and electronic devices using sensors and artificial intelligence – “The intelligizer system”, in: Verma, N.K./Ghosh, A.K. (Hrsg.): Advances in Intelligent Systems and Computing, Vol. 798, S. 523-537.

    Google Scholar 

  • Bensman, S.J. (2007): Garfield and the impact factor, in: Annual Review of Information Science and Technology, Vol. 41, No. 1, S. 93-155.

    Google Scholar 

  • Braun, M./Mainz, A./Chadowitz, R./Pfleging, B./Alt, F. (2019): At your service – Designing voice assistant personalities to improve automotive user interfaces, in: Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems, Glasgow, Vol. 40, S. 1-11.

    Google Scholar 

  • Brena, R.F./Garcia-Ceja, E. (2017): A crowdsourcing approach for personalization in human activities recognition, in: Intelligent Data Analysis, Vol. 21, No. 3, S. 721-738.

    Google Scholar 

  • Brown, T. (2009): Change by design – How design thinking transforms organizations and inspires innovation, New York.

    Google Scholar 

  • Buhalis, D./Harwood, T./Bogicevic, V./Viglia, G./Beldona, S./Hofacker, C. (2019): Technological disruptions in services – Lessons from tourism and hospitality, in: Journal of Service Management, Vol. 30, No. 4, S. 484-506.

    Google Scholar 

  • Burr, W./Stephan, M. (2006): Dienstleistungsmanagement – Innovative Wertschöpfungskonzepte im Dienstleistungssektor, 2. Aufl., Stuttgart.

    Google Scholar 

  • Butakov, V.A./Ioannou, P. (2015): Driving autopilot with personalization feature for improved safety and comfort, in: Proceedings of IEEE 18th International Conference on Intelligent Transportation Systems, Las Palmas (Gran Canaria), S. 387-393.

    Google Scholar 

  • Clougherty, H./Brown, A./Stonerock, M./Trepte, M./Whitesell, M./Bailey, R. (2017): Home automation and personalization through individual location determination, in: Proceedings of 2017 Systems and Information Engineering Design Symposium (SIEDS), Charlottesville, S. 300-305.

    Google Scholar 

  • Collier, D.A. (1983): The service sector revolution – The automation of services, in: Long Range Planning, Vol. 16, No. 6, S. 10-20.

    Google Scholar 

  • D’Alterio, P./Acampora, G./Rossi, S. (2017): Analyzing social networks activities to deploy entertainment services in HRI-based smart environments, in: Conference Paper – 2017 IEEE International Conference on Fuzzy Systems (FUZZ-IEEE), Rio de Janeiro, S. 1-6.

    Google Scholar 

  • Davison, D.P./Wijnen, F.M./van der Meij, J./Reidsma, D./Evers, V. (2019): Designing a social robot to support children’s inquiry learning – A contextual analysis of children working together at school, in: International Journal of Social Robotics, Im Druck, S. 1-25.

    Google Scholar 

  • Dolezalek, C.M. (1966): Was ist Automatisierung?, in: Werkstattstechnik − Zeitschrift für Produktion und Betrieb 66. Jg., Nr. 5, S. 217.

    Google Scholar 

  • Elmalaki, S./Shoukry, Y./Srivastava, M. (2018): Internet of personalized and autonomous things (IOPAT) smart homes case study, in: Proceedings of the 1st ACM International Workshop on Smart Cities and Fog Computing, Shenzhen, S. 35-40.

    Google Scholar 

  • Feingold-Polak, R./Elishay, A./Shahar, Y./Stein, M./Edan, Y./Levy-Tzedek, S. (2018): Differences between young and old users when interacting with a humanoid robot – A qualitative usability study, in: Paladyn Journal of Behavioral Robotics, Vol. 9, No. 1, S. 183-192.

    Google Scholar 

  • Fleisch, E./Weinberger, M./Wortmann, F. (2017): Geschäftsmodelle im Internet der Dinge, in: Reinheimer, S. (Hrsg.): Industrie 4.0 – Herausforderungen, Konzepte und Praxisbeispiele, (Edition HMD), Wiesbaden, S. 1-16.

    Google Scholar 

  • Gambino, A./Kim, J./Shyam Sundar, S. (2019): Digital doctors and robot receptionists – User attributes that predict acceptance of automation in healthcare facilities, in: Extended Abstracts of the 2019 CHI Conference on Human Factors in Computing Systems, Glasgow, Paper No. LBW0287.

    Google Scholar 

  • Gloerfeld, C. (2018): Mobile Learning – Was ist eigentlich der Kern?, in: de Witt, C./Gloerfeld, C. (Hrsg.): Handbuch Mobile Learning, Wiesbaden, S. 257-281.

    Google Scholar 

  • Grönroos, C. (1982): An applied service marketing theory, in: European Journal of Marketing, Vol. 16, No. 7, S. 30-41.

    Google Scholar 

  • Grönroos, C. (2011): Value co-creation in service logic – A critical analysis, in: Marketing Theory, Vol. 11, No. 3, S. 279-301.

    Google Scholar 

  • Gunathilaka, T.M.A.U./Fernando, M.S.D./Pasqual, H. (2017): Identification of the learning behavior of the students for education personalization, in: Proceedings of the International conference on I-SMAC (IoT in Social, Mobile, Analytics and Cloud), Coimbatore, S. 364-370.

    Google Scholar 

  • Gürtler, O. (2019): Künstliche Intelligenz als Weg zur wahren digitalen Transformation, in: Buxmann, P./Schmidt, H. (Hrsg.): Künstliche Intelligenz – Mit Algorithmen zum wirtschaftlichen Erfolg, Berlin/Heidelberg, S. 95-105.

    Google Scholar 

  • Hartwich, F./Beggiato, M./Krems, J.F. (2018): Driving comfort, enjoyment and acceptance of automated driving – Effects of drivers’ age and driving style familiarity, in: Ergonomics, Vol. 61, No. 8, S. 1017-1032.

    Google Scholar 

  • Hasenjäger, M./Wersing/ H. (2017): Personalization in advanced driver assistance systems and autonomous vehicles – A review, in: 2017 IEEE 20th International Conference on Intelligent Transportation Systems (ITSC), Yokohama, S. 1-7.

    Google Scholar 

  • Hekkala, R./Stein, M.-K./Rossi, M./Smolander, K. (2017): Challenges in transitioning to an agile way of working, in: Proceedings of the 50th Hawaii International Conference on System Sciences (HICSS) 2017, Waikoloa Village, S. 5869-5878.

    Google Scholar 

  • Helkkula, A./Kowalkowski, C./Tronvoll, B. (2018): Archetypes of service innovation – Implications for value cocreation, in: Journal of Service Research, Vol. 21, No. 3, S. 284-301.

    Google Scholar 

  • Henka, A./Smirek, L./Zimmermann, G. (2016): Personalizing smart environments, in: Proceedings of the 6th Conference on the Internet of Things, Stuttgart, S. 159-160.

    Google Scholar 

  • Hu, L./Qiu, M./Song, J./Shamim Hossain, M./Ghoneim, A. (2015): Software defined healthcare networks, in: IEEE Wireless Communications, Vol. 22, No. 6, S. 67-75.

    Google Scholar 

  • Kachouie, R./Sedighadeli, S./Abkenar, A.B. (2017): The role of socially assistive robots in elderly wellbeing – A systematic review, in: Proceedings of the International Conference on Cross-Cultural Design (CCD 2017), Vancover, Vol. 10281, S. 669-682.

    Google Scholar 

  • Kadarina, T.M./Priambodo, R. (2018): Preliminary design of Internet of Things (IoT) application for supporting mother and child health program in Indonesia, in: Proceedings of the 2017 International Conference on Broadband Communication, Wireless Sensors and Powering (BCWSP 2017), Jakarta, S. 1-6.

    Google Scholar 

  • Khosla, R./Nguyen, K./Chu, M.-T./Tan, Y.-A. (2016): Robot enabled service personalisation based on emotion feedback, in: Proceedings of the 14th International Conference on Advances in Mobile Computing and Multi Media, New York, S. 115-119.

    Google Scholar 

  • Kim, D./Park, K./Park, Y./Ahn J.-H. (2019): Willingness to provide personal information – Perspective of privacy calculus in IoT services, in: Computers in Human Behavior, Vol. 92, No. 1, S. 273-281.

    Google Scholar 

  • Klingenberg, C.O./Borges, M.A.V./Antunes Jr, J.A.V. (2019): Industry 4.0 as a data-driven paradigm – A systematic literature review on technologies, in: Journal of Manufacturing Technology Management, Im Druck, S. 1-23.

    Google Scholar 

  • Lattemann, C./Robra-Bissantz S. (2006): Customer governance – IC based concepts for a successful customer integration, in: Hannula, M./Järvelin, A.-M./Seppä, M. (Hrsg.): Frontiers of e-Business Research (FeBR2005), Tampere, S. 193-205.

    Google Scholar 

  • Lee, M.K./Kim, J./Forlizzi, J./Kiesler, S. (2015): Personalization revisited – A reflective approach helps people better personalize health services and motivates them to increase physical activity, in: Proceedings of the 2015 ACM International Joint Conference on Pervasive and Ubiquitous Computing, Osaka, S. 743-754.

    Google Scholar 

  • Lehrer, C./Wieneke, A./vom Brocke, J./Jung, R./Seidel, S. (2018): How big data analytics enables service innovation – Materiality, affordance, and the individualization of service, in: Journal of Management Information Systems, Vol. 35, No. 2, S. 424-460.

    Google Scholar 

  • Leitner, G./Hitz, M./Fercher, A.J./Brown, J.N. (2013): Aspekte der Human Computer Interaction im Smart Home, in: HMD Praxis der Wirtschaftsinformatik, 50. Jg., Nr. 6, S. 37-47.

    Google Scholar 

  • Lentzas, A./Vrakas, D. (2019): Non-intrusive human activity recognition and abnormal behavior detection on elderly people – A review, in: Artificial Intelligence Review, Vol. 53, No. 3, S. 1975-2021.

    Google Scholar 

  • Li, D./Wu, S./Shi, X./Fan, K./Zhao, N. (2011): A service mashup system for complex and heterogeneous network environment, in: Huazhong Keji Daxue Xuebao (Ziran Kexue Ban)/Journal of Huazhong University of Science and Technology (Natural Science Edition), Vol. 39, S. 38-41.

    Google Scholar 

  • Li, S./Blythe, P./Guo, W./Namedo, A. (2019): Investigation of older drivers’ requirements of the human-machine interaction in highly automated vehicles, in: Transportation Research Part F – Traffic Psychology and Behaviour, Vol. 62, S. 546-563.

    Google Scholar 

  • Lucke, U./Specht, M. (2012): Mobilität, Adaptivität und Kontextbewusstsein im E-Learning, in: i-com, 11. Jg., Nr. 1, S. 26-29.

    Google Scholar 

  • Lusch, R.F./Nambisan, S. (2015): Service innovation – A service-dominant logic perspective, in: MIS Quarterly, Vol. 39, No. 1, S. 155-175.

    Google Scholar 

  • Marikyan, D./Papagiannidis, S./Alamanos, E. (2019): A systematic review of the smart home literature – A user perspective, in: Technological Forecasting and Social Change, Vol. 138, S. 139-154.

    Google Scholar 

  • Meyer, P.C./Brauchbar, M. (2018): Trends und Herausforderungen im Gesundheitswesen der Schweiz, in: Schweizerische Ärztezeitung, 99. Jg., Nr. 33, S. 1072-1075.

    Google Scholar 

  • Milne M./Raghavendra, P./Leibbrandt, R./Powers, D.M.W. (2018): Personalisation and automation in a virtual conversation skills tutor for children with autism, in: Journal on Multimodal User Interfaces, Vol. 12, No. 3, S. 257-269.

    Google Scholar 

  • Montgomery, A.L./Smith, M.D. (2009): Prospects for personalization on the internet, in: Journal of Interactive Marketing, Vol. 23, No. 2, S. 130-137.

    Google Scholar 

  • Müller, C.D./Aschmoneit, P./Zimmermann, H.D. (2002): Der Einfluss von „Mobile“ auf das Management von Kundenbeziehungen und Personalisierung von Produkten und Dienstleistungen, in: Reichwald, R. (Hrsg.): Mobile Kommunikation – Wertschöpfung, Technologien, neue Dienste, Wiesbaden, S. 353-377.

    Google Scholar 

  • Müller, F./Schmitz, M./Funk, M./Günther, S./Dezfuli, N./Mühlhäuser, M. (2018): Personalized user-carried single button interfaces as shortcuts for interacting with smart devices, in: Extended Abstracts of the 2018 CHI Conference on Human Factors in Computing Systems (CHI EA ’18), Montreal, No. LBW602.

    Google Scholar 

  • Niederlag, W./Lemke, H.U./Rienhoff, O. (2010): Personalisierte Medizin und individuelle Gesundheitsversorgung, in: Bundesgesundheitsblatt – Gesundheitsforschung – Gesundheitsschutz, 53. Jg., Nr. 8, S. 776-782.

    Google Scholar 

  • Niegemann, H.M./Hessel, S./Hochscheid-Mauel, D./Aslanski, K./Kreuzberger, G. (2013): Kompendium E-Learning, Heidelberg.

    Google Scholar 

  • Oborn, E./Barrett, M./Darzi, A. (2011): Robots and service innovation in health care, in: Journal of Health Services Research & Policy, Vol. 16, No. 1, S. 46-50.

    Google Scholar 

  • Pant, V./Bhasin, S./Jain, S. (2018): Self-learning system for personalized e-learning, in: Proceedings of the 2017 International Conference on Emerging Trends in Computing and Communication Technologies (ICETCCT), Dehradun, S. 1-6.

    Google Scholar 

  • Redlich, B./Dorawa, D./Siemon, D./Lattemann, C. (2018): Towards semi-virtual design thinking – Creativity in dispersed multicultural and multidisciplinary innovation project teams, in: Proceedings of the 51st Hawaii International Conference on System Sciences 2018 (HICSS-51), Waikoloa Village, S. 717-726.

    Google Scholar 

  • Reichwald, R./Schaller, C. (2002): M-Loyalty – Kundenbindung durch personalisierte mobile Dienste, in: Reichwald, R. (Hrsg.): Mobile Kommunikation – Wertschöpfung, Technologien, neue Dienste, Wiesbaden, S. 263-288.

    Google Scholar 

  • Rihova, I./Buhalis, D./Moital, M./Gouthro, M.B. (2013): Social layers of customer-to-customer value co-creation, in: Journal of Service Management, Vol. 24, No. 5, S. 553-566.

    Google Scholar 

  • Robra-Bissantz, S./Lattemann, C. (2017): 7 rules of attraction, in: HMD Praxis der Wirtschaftsinformatik, 54. Jg., Nr. 5, S. 639-658.

    Google Scholar 

  • Robra-Bissantz, S. (2018): Entwicklung von innovativen Services in der Digitalen Transformation, in: Bruhn, M./Hadwich, K. (Hrsg.): Service Business Development – Strategien, Innovationen, Geschäftsmodelle – Band 1, Wiesbaden, S. 261-288.

    Google Scholar 

  • Saeedi, R./Sasani, K./Norgaard, S./Gebremedhin, A.H. (2018): Personalized human activity recognition using wearables – A manifold learning-based knowledge transfer, in: Proceedings of the 2018 40th Annual International Conference of the IEEE Engineering in Medicine and Biology Society (EMBC), Honolulu, S. 1193-1196.

    Google Scholar 

  • Saunders, J./Syrdal, D.S./Koay, K.L./Burke, N./Dautenhahn, K. (2016): Teach me – Show me – End-user personalization of a smart home and companion robot, in: IEEE Transactions on Human-Machine Systems, Vol. 46, No. 1, S. 27-40.

    Google Scholar 

  • Schmidt, M./Braunger, P. (2018): A survey on different means of personalized dialog output for an adaptive personal assistant, in: Proceedings of the UMAP ’18 Adjunct Publication of the 26th Conference on User Modeling – Adaptation and Personalization, Singapore, S. 75-81.

    Google Scholar 

  • Skålén, P./Gummerus, J./Von Koskull, C./Magnusson, P.R. (2015): Exploring value propositions and service innovation – A service-dominant logic study, in: Journal of the Academy of Marketing Science, Vol. 43, No. 2, S. 137-158.

    Google Scholar 

  • Strohmann, T./Fischer, S./Siemon, D./Brachten, F./Lattemann, C./Robra-Bissantz, S./Stieglitz, S. (2018): Virtual moderation assistance – Creating design guidelines for virtual assistants supporting creative workshops, in: Proceedings of the 22nd Pacific Asia Conference on Information Systems (PACIS 2018), Yokohama, S. 80-96.

    Google Scholar 

  • Vargo, S.L./Lusch, R.F. (2017): Service-dominant logic 2025, in: International Journal of Research in Marketing, Vol. 34, No. 1, S. 46-67.

    Google Scholar 

  • Vargo, S.L./Lusch, R.F. (2008a): From goods to service(s) – Divergences and convergences of logics, in: Industrial Marketing Management, Vol. 37, No. 3, S. 254-259.

    Google Scholar 

  • Vargo, S.L./Lusch, R.F. (2008b): Why „service“?, in: Journal of the Academy of Marketing Science, Vol. 36, No. 1, S. 25-38.

    Google Scholar 

  • Vargo, S.L./Maglio, P.P./Akaka, M.A. (2008): On value and value co-creation – A service systems and service logic perspective, in: European Management Journal, Vol. 26, No. 3, S. 145-152.

    Google Scholar 

  • Verma, R./Ng, I./Parry, G./Smith, L./Maull, R./Briscoe, G. (2012): Transitioning from a goods‐dominant to a service‐dominant logic – Visualising the value proposition of Rolls‐Royce, in: Journal of Service Management, Vol. 23, No. 3, S. 416-439.

    Google Scholar 

  • Webster, J./Watson, R.T. (2002): Analyzing the past to prepare for the future – Writing a literature review, in: MIS Quarterly, Vol. 26, No. 2, S. 13-23.

    Google Scholar 

  • Yang, J./Zhang, B. (2019): Artificial intelligence in intelligent tutoring robots – A systematic review and design guidelines, in: Applied Sciences, Vol. 9, No. 10, S. 2078-2096.

    Google Scholar 

  • Zaporozhko, V./Parfenov, D. (2018): Automation of controlling of personalization of learning in cloud educational environment based on cluster approach, in: Proceedings of the 2018 International Russian Automation Conference, Sochi, S. 1-6.

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Institut für Wirtschaftsinformatik, Abteilung Informationsmanagement, Technische Universität Braunschweig, Braunschweig, Deutschland

    Rangina Ahmad

  2. Jacobs University Bremen, Bremen, Deutschland

    Simon Fischer

  3. Jacobs University Bremen gGmbH, Bremen, Deutschland

    Christoph Lattemann

  4. Technische Universität Braunschweig, Braunschweig, Deutschland

    Susanne Robra-Bissantz

Authors
  1. Rangina Ahmad
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Simon Fischer
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Christoph Lattemann
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Susanne Robra-Bissantz
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Rangina Ahmad .

Editor information

Editors and Affiliations

  1. Wirtschaftswissenschaftliche Fakultät, Universität Basel, Basel, Basel Stadt, Switzerland

    Manfred Bruhn

  2. Lehrstuhl für Dienstleistungsmanagement Fakultät Wirtschafts- und Sozialwissenschaften, Universität Hohenheim, Stuttgart, Baden-Württemberg, Germany

    Karsten Hadwich

Rights and permissions

Reprints and permissions

Copyright information

© 2020 Springer Fachmedien Wiesbaden GmbH, ein Teil von Springer Nature

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Ahmad, R., Fischer, S., Lattemann, C., Robra-Bissantz, S. (2020). Automatisiert und trotzdem personalisiert – Die Dienstleistung der Zukunft. In: Bruhn, M., Hadwich, K. (eds) Automatisierung und Personalisierung von Dienstleistungen. Forum Dienstleistungsmanagement. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-30166-8_2

Download citation

  • DOI: https://doi.org/10.1007/978-3-658-30166-8_2

  • Published:

  • Publisher Name: Springer Gabler, Wiesbaden

  • Print ISBN: 978-3-658-30165-1

  • Online ISBN: 978-3-658-30166-8

  • eBook Packages: Business and Economics (German Language)

Publish with us

Policies and ethics

Search

Navigation