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This study reviews present trends, barriers and outlooks for the future as seen by actors in the energy advice services market in Germany. As Germany is one of Europe’s leading markets for energy services, this review aims to highlight energy sector management issues that exist throughout Europe.

This study combines qualitative and quantitative research approaches, using seven qualitative stakeholder interviews and a semi-structured survey covering over 500 energy advisors. Based on the present market, this study seeks to identify barriers against further market development, regulatory measures that can promote market development and business models for energy services likely to emerge in the future.

Significant barriers persist, despite a strong government commitment to support development of the energy services markets. The barriers encourage market actors to maintain the status quo rather than use innovate new service models. To support innovative business models, action is needed by both industry associations and the government to create a stronger demand pull for advice services.

This paper provides a new sectoral overview of Europe’s biggest energy service market as seen from a market actor perspective. It focuses on the analysis of barriers and business models to derive needs for further capacity building within the sector and for political governance to trigger further market dynamics.

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

Index by subjects, compiled by K.G.B. Bakewell covering the following journals: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

This article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding by outlining how contextual factors (in terms of goals, activities, actors and artifacts) influence the customer experience.

This study adopts a qualitative approach in order to understand customer experience in the smart energy service setting. Semi-structured interviews and focus groups were conducted with 31 participants forming three groups of energy service customers: advanced smart energy (ASE) customers, electric mobility (EM) customers and high-consumption (HC) customers.

The findings show that customer experience with smart services involves a multidimensional set of perceptual responses, comprising specific smart service dimensions (e.g. controllability, visibility, autonomy); relationship dimensions (relationships with the service provider and with the community); and traditional technology-enabled service dimensions (e.g. ease of use, accessibility). The analysis of contextual factors such as goals, activities, actors and artifacts shows that smart services enable a more autonomous experience, wherein customers can integrate a myriad of actors and artifacts and expect the main service provider to support them in taking the lead.

Smart technologies have profoundly changed the service environment, but research on customer experience with smart services is scarce. This study characterizes smart services, provides an in-depth understanding of customer experience in this new context, and discusses relevant implications for management and service research.

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

The purpose of this paper is to examine the future prospects of innovative services linked to sustainable energy systems.

Service perspective is examined in the context of socio-technical transition and linked to the bottom-up and top-down social processes that foster sustainability. The foresight method applied is trend analysis.

Two groups of trends were identified: the trends driven by technological development and the trends focussing on societal, managerial and consumer issues. The former consists of renewable energy sources, hybrid solutions, smart grids and smart energy markets. The latter involves distributed energy production, demand response, optimisation of sustainability and the role of energy as an opportunity and as service. The study reveals that energy is increasingly understood as a comprehensive and tailor-made service solution for communities and individual households. Consumers will enter the energy market as active participants; it raises the need for many types of services.

Deepening of understanding is required in several topics of this study, and more formal methods of foresight are needed to test the generalisability of its qualitative results.

More effective policy measures are needed for fostering new services and social and system innovations in the area of sustainable energy. Innovation management practices should be developed in these areas.

The paper aims to narrow the research gap linked to foresight in services by examining services in the area of sustainable energy systems – one of the “grand challenges” today.

Index by subjects, compiled by K.G.B. Bakewell covering the following journals: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17; Property Management Volumes 8‐17; Structural Survey Volumes 8‐17.

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17; Property Management Volumes 8‐17; Structural Survey Volumes 8‐17.

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17; Property Management Volumes 8‐17; Structural Survey Volumes 8‐17.