As an emergent variant of digital and smart services, proactive services (PAS) do not wait for
customers to make the first move, but proactively participate in customers' lives and make …

Thanks to digital technologies, information about customer needs and contexts is becoming
accessible ever more easily and service providers are more closely connected to customers …

Rapid advancements in digital technologies and data analysis led to a new service type.
With their push-rationale, proactive services (PAS) are pushing the frontiers of traditional …

The retail industry is continuously changing. Now, the digital transformation is yet again
changing the way how retailers operate their business. After the introduction of different …

New technologies such as blockchain are predicted to enable new service offers and ways
to conduct service operations. While the technological possibilities have been explored …

The purpose of this paper is to take a behavioural perspective to reveal why employees
hesitate to use business analytics in their operations throughout the whole organisation. We …

Nowadays, IT operations devolve many tasks in IT services to internal customers (ie, IT self-
service). The rationale for this service task devolvement is often to reduce the IT personnel's …

The increasing proliferation of digital technologies enables novel value propositions, closer
customer relationships, and greater automation of customer-facing business processes …

Increasing advancements in digital technologies, especially in artificial intelligence, are
changing the nature of services. Services no longer rely on the consumers making the first …

• Exploration-oriented BPM: is opportunity-driven and follows an outside-in approach [6]. It is
described as being proactive in a way that it is driven by outside opportunities enabled by …