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The shift of populations to cities is creating challenges in many respects, thus leading to increasing demand for smart solutions of urbanization problems. Smart city applications range from technical and social to economic and ecological. The main focus of this work is to provide a systematic literature review of smart city research to answer two main questions: (1) How is current research on smart cities structured? And (2) What directions are relevant for future research on smart cities? To answer these research questions, a text-mining approach is applied to a large number of publications. This provides an overview and gives insights into relevant dimensions of smart city research. Although the main dimensions of research are already described in the literature, an evaluation of the relevance of such dimensions is missing. Findings suggest that the dimensions of environment and governance are popular, while the dimension of economy has received only limited attention.
The advent of chatbots in customer service solutions received increasing attention by research and practice throughout the last years. However, the relevant dimensions and features for service quality and service performance for chatbots remain quite unclear. Therefore, this research develops and tests a conceptual model for customer service quality and customer service performance in the context of chatbots. Additionally, the impact of the developed service dimensions on different customer relationship metrics is measured across different service channels (hotline versus chatbots). Findings of six independent studies indicate a strong main effect of the conceptualized service dimensions on customer satisfaction, service costs, intention to service reusage, word-of-mouth, and customer loyalty. However, different service dimensions are relevant for chatbots compared to a traditional service hotline.
Das ZD.BB - Digitaler Hub für kleine und mittelständische Unternehmen in der Region Stuttgart
(2020)
Die Digitale Transformation ist eines der meistdiskutierten Themen in der heutigen Geschäftswelt. Viele Unternehmen, vor allem kleine und mittelständische Unternehmen (KMU), tun sich schwer die Chancen und Risiken der Digitalisierung einzuschätzen. Mit all den Möglichkeiten und Chancen, welche die Digitalisierung birgt, droht Unternehmen, die sich vor den Entwicklungen verschließen, der Verlust ihrer Markt- und Wettbewerbsposition. Mit dem im Februar 2019 eröffneten Digital Hub ZD.BB (Zentrum Digitalisierung) besteht in der Region Stuttgart eine neue, zentrale Anlaufstelle für Fragen rund um das Thema Digitalisierung. Am ZD.BB erhalten kleine und mittelständische Unternehmen (KMU) sowie Startups für ihre digitalen Transformationsprozesse eine kompetente Beratung und Betreuung. Sie geht von der Sensibilisierung über die Analyse bis zur Lösungsentwicklung für digitale Prozesse. Mithilfe einer digitalen Qualifizierungsoffensive und mittelstandsgerechten Methoden zur Geschäftsmodellentwicklung werden Unternehmen im ZD.BB umfassend bei ihren Digitalisierungsvorhaben unterstützt. Dazu werden in Innovationslaboren, in Coworking Spaces und bei Events unterschiedliche Kompetenzen, Disziplinen, Ideen, Technologien und Kreativität vernetzt und auf diese Weise digitale Innovationen hervorgebracht.
Today, many companies are adapting their strategy, business models, products, services as well as business processes and information systems in order to expand their digitalization level through intelligent systems and services. The paper raises an important question: What are cognitive co-creation mechanisms for extending digital services and architectures to readjust the usage value of smart services? Typically, extensions of digital services and products and their architectures are manual design tasks that are complex and require specialized, rare experts. The current publication explores the basic idea of extending specific digital artifacts, such as intelligent service architectures, through mechanisms of cognitive co-creation to enable a rapid evolutionary path and better integration of humans and intelligent systems. We explore the development of intelligent service architectures through a combined, iterative, and permanent task of co-creation between humans and intelligent systems as part of a new concept of cognitively adapted smart services. In this paper, we present components of a new platform for the joint co-creation of cognitive services for an ecosystem of intelligent services that enables the adaptation of digital services and architectures.
In a time of upheaval and digitalization, new business models for companies play an important role. Decentralized power generation and energy efficiency indicators to achieve climate goals and to reduce global warming are currently forcing energy companies to develop new business models. In recent years, many methods of business model development have been introduced to create new business ideas. But what are the obstacles in implementing these business models in the energy sector to develop new business opportunities? And what challenges do companies face in this respect? To answer this question, a systematic literature review was conducted in this paper. As a result, eight categories were identified which summarise the main barriers for the implementation of new business models in the energy domain.
The energy turnaround, digitalization and decreasing revenues forces enterprises in the energy domain to develop new business models. Business models for renewable energy are compound on different logic than business models for larger scale power plants. Following a design science research approach, we examined the business models of three enterprises in the energy domain in a first step. We identified that these business models result in complex ecosystems with multiple actors and difficult relationships between them. One cause is the fast changing and complicated state regulation in Germany. In order to solve the problem, we captured together with the partners of the enterprises the requirements in a second phase. Further we developed the prototype Business Model Configurator (BMConfig) based on the e3Value Ontology on the metamodelling platform ADOxx. We demonstrate the feasibility of our approach in business model of energy efficiency service based on smart meter data.
The relevance of technology knowledge in digital transformation especially in small and mediumsized enterprises (SMEs) that are still largely dependent on physical human capital has become increasingly obvious. This is due to the rapid revolution in business environment coupled with increased living examples of firms disrupted by advancement in technological knowledge. Consequently, we find it progressively vital for SMEs to spot and mitigate both threats and take advantage of opportunities arising from digital transformation dynamism.
Our study aims at exploring the relevance of technology knowledge in SMEs for digital transformation to uncover the opportunities, roadmaps, and models that SMEs can take advantage of in the digital transformation and gain a competitive edge.
We conclude that irrespective relevance of technology knowledge for digital transformation coupled with its low costs and accessibility, SMEs are yet to realize the full potential of technological knowledge. This is mainly due to technologies appearing, changing and also vanishing so rapidly in the digital age, that gaining proper understanding without dedicated resources is utterly difficult for SMEs - making them less competitive as incumbent large firms in the market.
Small and Medium Enterprises (SMEs) which play substantial role in the development of any economy have been on the rise in the recent periods. Consequently, these enterprises are faced with a myriad of challenges which could potentially be solved through adoption of technology. Nonetheless, it has been observed that the new technological uptake among SMEs remains limited with the majority of them opting to maintain the status quo with regards to technology awareness and innovation strategies.
In a literature review, this paper explores three major dynamics curtailing adoption of new technologies by SMEs in the manufacturing: Knowledge absorptive capacity and management factors, organisational structures as well as technological awareness. Firstly, with regards to knowledge absorptive capacity and management factors, this study shows how these factors drive innovation potentials in SMEs.
Secondly, with regards to technological awareness factors, this study documents how perceived usefulness, costs, network and infrastructure, education and skills, training and attitude as well as knowledge influence adoption of new technologies among SMEs in the world. Lastly, the study concludes by analysing how organisational structures drive innovation potentials of SMEs in the wake of swift and profound technological changes in the market.
The energy sector in Germany, as in many other countries, is undergoing a major transformation. To achieve the climate targets, numerous measures to implement smart energy and resource efficiency are necessary. Therefore, energy companies are experiencing increasing pressure from politics and society to transform their business areas in a sustainable manner and implement smart and sustainable business models. Consequently, numerous resources are expected to flow into the development and implementation of new business models. But often these efforts remain unsuccessful in practice. There is a large amount of literature on barriers and drivers of smart and sustainable business models in the energy sector. But what are the factors that companies struggle with most when developing and implementing new business models in practice? To answer this question, the results of a systematic literature review were evaluated by conducting semi-structured interviews with experts of the German energy sector. Six categories of transformation barriers were identified: Organizational, Financial, Legal, Partner-Network, Societal and Technological barriers. To overcome these barriers, recommendations for action and key success factors are outlined by the experts interviewed. The interview study validates key barriers and drivers in terms of their significance in practice in the German energy sector and makes recommendations to advance the smart and sustainable transformation of the energy sector.
The energy turnaround, digitalization and decreasing revenues forces enterprises in the energy domain to develop new business models. Following a Design Science Research approach, we showed in two action research projects that businesses models in the energy domain result in complex ecosystems with multiple actors. Additionally, we identified that municipal utilities have problems with the systematic development of business models. In order to solve the problem, we captured together with the partners of the enterprises the requirements in a second phase. Further we developed a method which consist of the following components: Method for the creative development of a new business model in form of a Business Model Canvas (BMC). A mapping between the e3Value ontology and the BMC for modelling a business ecosystem. The Business Model Configurator (BMConfig) prototype for modelling and simulating the e3Value-Ontology. The Business model can be quantified and analyzed for its viability. We demonstrate the feasibility of our approach in business model of a power community.