Value-chain-oriented service development by means of a "two-channel service model"
2009 (English)In: International Journal of Services Technology and Management, ISSN 1460-6720, E-ISSN 1741-525X, Vol. 11, no 1, 4-23 p.Article in journal (Refereed) Published
In today’s industrial market, capital-good producers not only sell an appropriate device solution (hardware and software), but also need to customise their offers with their own or additionally purchased services. Consequently, such producers play an active part in their customers’ business processes as well. By applying the ‘Two-Channel Service Model’ and, in particular the ‘Process Service Channel’ proposed in this paper, a ‘service provider’ can effectively generate business process-driven service bundles. These models offer a value-oriented optimisation of production processes and can also provide a strategic customisation of the customer’s business. This paper focuses on the commercial viewpoint of large-scale production processes, in particular for the printing industry, and generates additional potential within industrial business-to-business services. Addressing the model of customers’ business processes, this paper contributes to the field of value-chain-oriented service development and engineering.
Place, publisher, year, edition, pages
Inderscience , 2009. Vol. 11, no 1, 4-23 p.
service development; service bundling; service engineering; value chain; industrial service model; service management; process service; service for manufacturers
Engineering and Technology
IdentifiersURN: urn:nbn:se:liu:diva-42683DOI: 10.1504/IJSTM.2009.022379Local ID: 68083OAI: oai:DiVA.org:liu-42683DiVA: diva2:263540