From smart technologies to value cocreation and customer engagement with smart energy services

• Type: Article in International Scientific Journal
• Date: 2022

Authors

Goncalves, L (Author) Other; Lia Patrício (Author) FEUP

Journal

Title: Energy Policy

Vol. 170

ISSN: 0301-4215

Publisher: Elsevier

Indexing

ISI Web of Knowledge - 0 Citations

Scopus

Other information

Authenticus ID: P-00X-KTR

DOI: 10.1016/j.enpol.2022.113249

Abstract (EN): Smart grids enable large-scale integration of low-carbon energy sources and energy efficiency. However, changing customer energy consumption behavior has been a challenge, requiring the development of services that change the way customers relate with energy to increase energy efficiency and savings in households. To this end, this qualitative study in the Portuguese energy market offers a nuanced understanding of how customer cocreate value with smart energy services, identifying three different customer value cocreation practice styles and respective engagement behaviors). Study findings reveal that while AHEM (Advanced Home Energy Management) and MEM (Mobility Energy Management) customers are willing to play autonomous roles in managing the energy consumption and production, HFEC (Hassle Free Home Energy Consumption) customers may be open to adopt smart energy services without spending time and effort in using these services. The study offers relevant implications for policy makers and ESCOs (energy service companies). Although much attention has been paid to advanced customers, a nuanced approach may enable ESCOs to reach disengaged customers, by offering tailored services that are suited to their hassle free value cocreation practice styles. Policy makers may also explore tailored, and service focused incentives to push the adoption of smart service solutions in large-scale.

Language: English

Type (Professor's evaluation): Scientific

No. of pages: 10