The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems

Smart service systems – that is, configurations of smart products and providers deliver services are striving to increase the smartness their offering, but potential consequences for customer well-being largely overlooked. Therefore, this research investigates impact on (here, self-efficacy technology anxiety) through (1) engagement with different system actors providers) (2) perceptions personalization intrusiveness perceptions) associated importance need sensitivity). A scenario-based experiment (n = 730) which is preceded by a systematic review conceptualize shows customers perceive more than in case higher levels smartness, resulting product some extent provider. Via product, stimulate self-efficacy, especially high personalization. When customers' sensitivity low, also reduce anxiety via product. Hence, conclusion is: “The smarter, better!”, whereby relationship between technological significantly influenced heterogeneity. These findings help business practitioners boosting increasing system.