Adaptive Service: Digital Service Platform and the Service Crowd Community

Jost J. Bendel () and Matthias Schiller ()
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Jost J. Bendel: Schindler Management Ltd.
Matthias Schiller: Schindler Management Ltd.

A chapter in Managing Industrial Services, 2021, pp 159-172 from Springer

Abstract: Abstract This contribution of Schindler, a leading producer of elevators, escalators, and moving walkways, introduces the concept of adaptive service. While many manufacturers have embarked on a digitalization journey, full digitalization still seems far away—and, potentially, not even desirable. Instead, the know-how of service technicians is still a crucial part of excellent service. Schindler’s adaptive service concept leverages the best from the offline and online world. This chapter explains the technical mechanisms behind adaptive service, as well as its unique value proposition.

Keywords: Adaptive service; Crowd knowledge; Elevators; Escalators; Field support (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-030-72728-4_13

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DOI: 10.1007/978-3-030-72728-4_13

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