Smart Services Summit

This book provides state-of-the-art descriptions of smart service innovations in the industry, supported by novel scientific approaches. Itgathers findings andinsights presented at the fourth Smart Services Summit, held in Zurich,Switzerland,in October 2021, whichprimarilyfocusedon how smart services have enabled companies toadaptduring and tothe COVID-19 pandemic. The book includes examples of remote and collaborative workingthat actively involve customers in service processes, requiring a change in mindset for more traditional firms. Moreover, itexplores how services can be delivered faster andmore affordablewith theaid of new technologies and in collaboration with the customers, leading to new value propositions and business models and thus an evolution of smart services. Given its scope, the book offers an essential guide for practitioners andadvanced students alike.