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Customer-based value creation and productivity in service-related business models

: Rößner, Andrea

Toivonen, Marja (Ed.) ; European Association for Research on Services -RESER-:
24th Annual RESER Conference 2014. Services and New Societal Challenges: Innovation for Sustainable Growth and Welfare. Proceedings : September 11-13, 2014, Helsinki, Finland
Espoo: VTT, 2014
ISBN: 978-951-38-7436-0
European Association for Research on Services (RESER Conference) <24, 2014, Helsinki>
Fraunhofer IAO ()

The shift from being mere manufacturers towards so-called producing service providers, also known as “servitization”, affects both the companies’ business models and it challenges their value creating system. This in turn means that service-related business model elements need to be detected and inserted to a comprehensive framework. Moreover, the contribution of those business model elements to the overall productivity of the services provided needs to be measured with the aim of emphasizing on those service elements with a positive ratio of outputs and inputs. Performance externalization and the deployment of new technologies are promising measures, as will be shown by a real-world case from forestry industry.