The term "INDUSTRY 4.0" or "fourth industrial revolution" was first introduced at the fair in 2011 in Hannover. It comes from the high-tech strategy of the German Federal Government that promotes automation-computerization to complete smart automation, meaning the introduction of a method of self-automation, self-configuration, self-diagnosing and fixing the problem, knowledge and intelligent d...

Purpose – This paper explores how information and communication technology (ICT) is affecting and driving changes in the service processes and customer interfaces of capital goods manufacturers. Methodology/approach – The research is focused on intraand inter-organizational relationships, i.e. between front office and back office and between provider and customer. Two market-leading, internatio...