Data-Based Value Co-Creation in Smart Service Systems: A Reinterpretation of Customer Journey

Industry 4.0 is characterized by the key role of new technologies in the development of relationships between companies and their stakeholders. Thus, the most recent theories on service redefine organizations as complex service systems that create and co-create value thanks to the interactions between actors, enhanced by smart technologies and ICTs. In particular, the concept of service systems- introduced in Service Science- seems...