Potential for the Development of Service Business Models Through Digital Services and the Active Inclusion of Customers

Gloria Bohn, Julius Taubert, Maximilian Geus, Stefan Schweiger () and Valerie Bass
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Gloria Bohn: HTWG Konstanz—University of Applied Sciences
Julius Taubert: HTWG Konstanz—University of Applied Sciences
Maximilian Geus: HTWG Konstanz—University of Applied Sciences
Stefan Schweiger: HTWG Konstanz—University of Applied Sciences
Valerie Bass: HTWG Konstanz—University of Applied Sciences

A chapter in Smart Services Summit, 2023, pp 83-91 from Springer

Abstract: Abstract As one of the most important branches of the industry in Germany and the European Union, the mechanical and plant engineering sector is confronted with fundamental changes due to ever shorter innovation cycles and increased competitive pressure. This makes it even more important to increase the level of service components in business models with a low service level, which are still frequently found in SMEs. This paper is dedicated to the changes that the individual components of a business model have experienced and will experience. Special attention is paid to economic sustainability, since service business models can also positively influence the long-term nature of a business. Seven interviews conducted with relevant companies serve as the empirical basis of this paper. The analysed effects of smart services and active customer integration are structured and summarized within the three pillars of every business model (value proposition, the value creation architecture and the revenue mechanic).

Keywords: Customer integration; Knowledge management; Service business model; Smart services; Digitalization; Small and medium-sized enterprises (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prochp:978-3-031-36698-7_9

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DOI: 10.1007/978-3-031-36698-7_9

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