This book presents cutting-edge research and practical insights from the Smart Service Summit 2025, exploring how smart services, artificial intelligence, and digital platforms enable sustainable value creation across industries. As service-driven business models become increasingly relevant, modular and data-driven service systems are transforming sectors such as manufacturing, logistics, mobility, smart cities, and finance.
Contributions address topics including AI-enabled maintenance, digital twins, circular economy strategies, urban digital transformation, resilient supply chains, and ESG reporting. Special attention is given to the ethical implications of AI, the governance of digital ecosystems, and compliance with emerging regulatory frameworks such as the EU AI Act.
With a focus on co-creation, adaptability, and future-readiness, this volume connects academic rigor with real-world application. It offers actionable knowledge for researchers, professionals, and policymakers working at the intersection of digital innovation, service design, and sustainability.
Table of Contents:
Trust Models for AI and Analytics: A Comprehensive Review and Framework Integration.- Trustworthy AI Workflow Design for AI-Powered HR Services.- Failure Mode and Effect Analysis of AI-Models in Industrial Defect Analysis.- Designing AI-Driven Matchmaking of Service Actors on Mental Healthcare Platforms.- From Hype to Reality: Generative AI’s Role in Software Tool Development within the Mechanical Engineering Industry.- Enabling a Human-Friendly Service for the Maintenance of Industrial Systems using Digital Twins.- Analysis of Compensation Models for Industrial Data Sharing under the EU Data Act.- Architecting Human-AI Cocreation for Technical Services – Interaction Modes and Contingency Factors.- A Literature Review on AI-Driven Business Model Transformation in Healthcare.- Closing the Loop: Strategic and Operational Modelling for Circular Value in Collaborative Industries.- Value Proposition Alignment: A Foundational Construct for Digital Servitization.- Modular Service Platforms through a Service-Dominant Logic Lens.- Supporting Value-Based Smart Campus Service Applications with a Real-Time, Modular Data Fusion Platform.- Lead Users and User Innovation Communities in Data-Rich Environments – A Conceptual Essay.- Understanding Nature-Positive Business Models.- Investigating Data Value in Service Systems – A Value-Based Economic Model in Agentic Data Ecosystems.- From Regulation to Realisation: Navigating the EU Data Act’s Challenges and Opportunities.- Rethinking “Digital Products”: A Service-Dominant Logic Perspective on Intangible, Integrative Value Elements.- From Products to Services: Managing Servitization Through Organizational Change and Socio-Technical Systems Theory.- Machine Learning to Determine Factors that Support Drone-based Last Mile Delivery.- Evaluating the Potential of Quantum Computing for Industrial Value Creation: A Quantitative Framework.- Assessing Digital Readiness in Hospital Departments.- Modelling Adaptive Smart Cities: Integrating Multi-Agent Systems with Multi-Contextual Service Design.- A Data Taxonomy for Commuter Flows.- LLM-Driven Smart Data Architecture: Mapping Societal Development in Digital Transformation.- Towards a Maturity Model for the Industrial Metaverse.
About the Author :
Prof. Dr. Shaun West is a professor of Product-Service System Innovation at Lucerne University of Applied Sciences and Arts, Switzerland, where he focuses on helping industrial firms develop and deliver innovative services and service-friendly business models. His research bridges strategy, innovation, and operations in the context of industrial services. Having previously worked for GE Energy Services (Italy), as VP Business Development at Sulzer (Switzerland), and for RWE (UK), he is also coordinating a Swiss 1MUSD project on the use of Smart Twins in complex industrial applications. Shaun holds an M.B.A. from HEC (Paris) and a Ph.D. from Imperial College London and is a member of the advisory board for the ASAP Service Management Forum and the Data Innovation Alliance.
Prof. Dr. Jürg Meierhofer is head of the Smart Services group of the data innovation alliance and director of MAS Industry 4.0 and CAS Smart Service Engineering studies at the ZHAW Zurich University of Applied Sciences, Switzerland. The optimisation and design of data-driven value creation with smart services are common throughout his activities. After holding various management positions in the service and innovation sector, he has taught and researched at ZHAW since 2014. He leads cooperation projects with numerous industrial companies and regularly writes publications. Jürg holds a Ph.D. from ETH Zurich and an executive MBA from the University of Fribourg.
Dr. Lennart Meier is a Senior Director in Oracle's Business Value & Strategy EMEA team, where he advises client executives on technology and its business impact. He brings over 20 years of experience across financial services, management consulting, and academia, including senior roles at Credit Suisse and Mastercard, strategic consulting with The Boston Consulting Group, and research at ETH Zurich. Lennart holds a Ph.D. in Electrical Engineering and Information Technology from ETH Zurich as well as a degree in Computer Science from Saarland University. He was awarded a scholarship by the German Academic Scholarship Foundation.
