Smart service systems – that is, configurations of smart products and service providers that deliver smart services – are striving to increase the smartness of their offering, but potential consequences for customer well-being are largely overlooked. 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. Via customer engagement with the smart product, higher levels of smartness stimulate self-efficacy, especially for customers with a high need for personalization. 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. Hence, the conclusion is: “The smarter, the better!”, whereby the relationship between smartness and well-being (here, self-efficacy and technological anxiety) is significantly influenced by customer heterogeneity. These findings help business practitioners in boosting customer well-being by increasing customer engagement through higher levels of smartness of their service system.

智能服务系统——即提供智能服务的智能产品和服务提供商的配置——正在努力提高其产品的智能性，但对客户福祉的潜在影响在很大程度上被忽视了。因此，本研究通过 (1) 客户与不同智能服务系统参与者（此处为智能产品和服务提供商）的互动以及 (2) 客户来调查智能对客户幸福感（此处为自我效能感和技术焦虑）的影响感知（此处为个性化和侵入性感知）及其相关重要性（此处为个性化需求和侵入性敏感性）。基于场景的实验 ( n = 730）——之前进行了系统性审查以将智能概念化——表明在智能水平较高的情况下，客户感知到的个性化多于侵入性，从而导致客户与智能产品以及在某种程度上与服务提供商的互动。通过客户与智能产品的互动，更高水平的智能会激发自我效能感，尤其是对个性化需求高的客户。当客户对个性化的需求很高并且他们的侵入敏感性较低时，更高水平的智能还可以通过客户与智能产品的互动来减少技术焦虑。因此，结论是：“越聪明越好！”，由此可以看出聪明与幸福之间的关系（这里，自我效能感和技术焦虑）受客户异质性的显着影响。这些发现有助于业务从业者通过提高服务系统的智能水平来提高客户参与度，从而提高客户福祉。