From smart service systems to smart service relationships (SSRs): conceptualization, dynamics, and practices

Abstract

Purpose As smart objects penetrate daily life, they transform service systems by connecting diverse actors (individuals, organizations and objects). Despite their relational potential, these smart service systems often fail to foster sustainable relationships, emphasizing technological features over human dynamics. Existing research largely focuses on technology and human-technology dyadic interactions, overlooking complex multi-actor relational dynamics. This paper addresses this critical gap by conceptualizing smart service systems through a relational lens, introducing the concept of smart service relationships (SSRs). Design/methodology/approach Using an integrative review of 196 top-tier journal articles (2003–2025), fragmented literature on smart service systems is integrated to build a new conceptual framework. Findings We define SSRs as multi-actor, human-centered relationships that occur not only with but also through smart objects. The framework introduces three building blocks: first, SSR dimensions, interconnectedness and data agency, that influence how value emerges. Second, SSR value outcomes: enabled, disabled, instrumentalized and vulnerable smart relational value. These outcomes capture the asymmetric, dynamic nature of value in smart service systems. Third, SSR enablers: smart relational practices that enable actors to shift between value outcomes over time. Practical implications Findings are cross-validated and translated into actionable strategies through expert interviews. Originality/value This is the first study to conceptualize smart service systems through a relational perspective. It extends existing research by emphasizing systemic human interdependencies over technological features and introduces a nuanced, process-based comprehension of relational value.