id	author	title	date	pages	extension	mime	words	sentences	flesch	summary	cache	txt
cord-258655-galaf6wr	Henkens, Bieke	The Smarter, the Better?! Customer Well-Being, Engagement, and Perceptions in Smart Service Systems	2020-09-24		.txt	text/plain	13577	677	44	Therefore, this research investigates the impact of smartness on customer well-being (here, self-efficacy and technology anxiety) through (1) customer engagement with different smart service system actors (here, smart products and service providers) and (2) customer perceptions (here, personalization and intrusiveness perceptions) and their associated importance (here, need for personalization and intrusiveness sensitivity). A scenario-based experiment (n = 730) – which is preceded by a systematic review to conceptualize smartness – shows that customers perceive more personalization than intrusiveness in case of higher levels of smartness, resulting in customer engagement with the smart product and to some extent with the service provider. When customers' need for personalization is high and their intrusiveness sensitivity is low, higher levels of smartness also reduce technology anxiety via customer engagement with the smart product. In response to this gap, the present research explores the mechanisms through which smartness affects customer engagement with different smart service systems actors (here, personalization and intrusiveness perceptions along with their associated importance).	./cache/cord-258655-galaf6wr.txt	./txt/cord-258655-galaf6wr.txt