---
_id: '7458'
abstract:
- lang: eng
  text: Smart services have become increasingly important in the last few years. The
    provision of smart services combined with product portfolios is advantageous because
    individual contexts of customers who use the products are addressed. While various
    and frequently changing data are collected and analyzed, specific knowledge is
    necessary to turn data into valuable information. A knowledge management system
    (KMS) adapted to requirements of provided smart services is necessary to aggregate,
    maintain, and provide knowledge. With a comprehensive literature review over 157
    papers, we extracted requirements for KMS for smart services (Smart Service KMS).
    We present ten design principles derived from the requirements focusing on how
    tailored Smart Service KMS can be designed. We contribute to the theory by providing
    an overview about crucial requirements of Smart Service KMS. Practitioners can
    use our design principles to develop efficient Smart Service KMS
article_type: original
author:
- first_name: Sonja
  full_name: Dreyer, Sonja
  last_name: Dreyer
- first_name: 'Oliver '
  full_name: 'Werth, Oliver '
  last_name: Werth
- first_name: Daniel
  full_name: Olivotti, Daniel
  last_name: Olivotti
- first_name: Nadine
  full_name: Guhr, Nadine
  id: '77748'
  last_name: Guhr
  orcid: 0000-0001-8812-1488
- first_name: Michael H.
  full_name: Breitner, Michael H.
  last_name: Breitner
citation:
  ama: 'Dreyer S, Werth O, Olivotti D, Guhr N, Breitner MH. Knowledge Management Systems
    for Smart Services: A Synthesis of Design Principles . <i>e-Service Journal</i>.
    2021;13(2):27-67. doi:<a href="https://doi.org/10.2979/eservicej.13.2.02">10.2979/eservicej.13.2.02</a>'
  apa: 'Dreyer, S., Werth, O., Olivotti, D., Guhr, N., &#38; Breitner, M. H. (2021).
    Knowledge Management Systems for Smart Services: A Synthesis of Design Principles
    . <i>E-Service Journal</i>, <i>13</i>(2), 27–67. <a href="https://doi.org/10.2979/eservicej.13.2.02">https://doi.org/10.2979/eservicej.13.2.02</a>'
  bjps: '<b>Dreyer S <i>et al.</i></b> (2021) Knowledge Management Systems for Smart
    Services: A Synthesis of Design Principles . <i>e-Service Journal</i> <b>13</b>,
    27–67.'
  chicago: 'Dreyer, Sonja, Oliver  Werth, Daniel Olivotti, Nadine Guhr, and Michael
    H. Breitner. “Knowledge Management Systems for Smart Services: A Synthesis of
    Design Principles .” <i>E-Service Journal</i> 13, no. 2 (2021): 27–67. <a href="https://doi.org/10.2979/eservicej.13.2.02">https://doi.org/10.2979/eservicej.13.2.02</a>.'
  chicago-de: 'Dreyer, Sonja, Oliver  Werth, Daniel Olivotti, Nadine Guhr und Michael
    H. Breitner. 2021. Knowledge Management Systems for Smart Services: A Synthesis
    of Design Principles . <i>e-Service Journal</i> 13, Nr. 2: 27–67. doi:<a href="https://doi.org/10.2979/eservicej.13.2.02">10.2979/eservicej.13.2.02</a>,
    .'
  din1505-2-1: '<span style="font-variant:small-caps;">Dreyer, Sonja</span> ; <span
    style="font-variant:small-caps;">Werth, Oliver </span> ; <span style="font-variant:small-caps;">Olivotti,
    Daniel</span> ; <span style="font-variant:small-caps;">Guhr, Nadine</span> ; <span
    style="font-variant:small-caps;">Breitner, Michael H.</span>: Knowledge Management
    Systems for Smart Services: A Synthesis of Design Principles . In: <i>e-Service
    Journal</i> Bd. 13. Bloomington, Ind., Indiana University Press (2021), Nr. 2,
    S. 27–67'
  havard: 'S. Dreyer, O. Werth, D. Olivotti, N. Guhr, M.H. Breitner, Knowledge Management
    Systems for Smart Services: A Synthesis of Design Principles , E-Service Journal.
    13 (2021) 27–67.'
  ieee: 'S. Dreyer, O. Werth, D. Olivotti, N. Guhr, and M. H. Breitner, “Knowledge
    Management Systems for Smart Services: A Synthesis of Design Principles ,” <i>e-Service
    Journal</i>, vol. 13, no. 2, pp. 27–67, 2021, doi: <a href="https://doi.org/10.2979/eservicej.13.2.02">10.2979/eservicej.13.2.02</a>.'
  mla: 'Dreyer, Sonja, et al. “Knowledge Management Systems for Smart Services: A
    Synthesis of Design Principles .” <i>E-Service Journal</i>, vol. 13, no. 2, 2021,
    pp. 27–67, <a href="https://doi.org/10.2979/eservicej.13.2.02">https://doi.org/10.2979/eservicej.13.2.02</a>.'
  short: S. Dreyer, O. Werth, D. Olivotti, N. Guhr, M.H. Breitner, E-Service Journal
    13 (2021) 27–67.
  ufg: '<b>Dreyer, Sonja u. a.</b>: Knowledge Management Systems for Smart Services:
    A Synthesis of Design Principles , in: <i>e-Service Journal</i> 13 (2021), H.
    2,  S. 27–67.'
  van: 'Dreyer S, Werth O, Olivotti D, Guhr N, Breitner MH. Knowledge Management Systems
    for Smart Services: A Synthesis of Design Principles . e-Service Journal. 2021;13(2):27–67.'
date_created: 2022-04-06T11:32:53Z
date_updated: 2024-08-23T06:09:13Z
department:
- _id: DEP1523
doi: 10.2979/eservicej.13.2.02
intvolume: '        13'
issue: '2'
keyword:
- Design Principles
- Design Science Research
- Knowledge Management Systems
- Smart Service KMS
- Smart Services
language:
- iso: eng
page: 27-67
place: Bloomington, Ind.
publication: e-Service Journal
publication_identifier:
  eissn:
  - 1528-8234
  issn:
  - '1528-8226 '
publication_status: published
publisher: Indiana University Press
quality_controlled: '1'
status: public
title: 'Knowledge Management Systems for Smart Services: A Synthesis of Design Principles '
type: scientific_journal_article
user_id: '83781'
volume: 13
year: '2021'
...