Key factors of service design methodology for manufacturing servitization

Hyeog-in Kwon, Bo-Hyun Baek, Yong-Su Jeon, Ye-Lin Kim and Hwa-Bin Jung

Cogent Business & Management, 2021, vol. 8, issue 1, 1883220

Abstract: With progressions in technology and high demand for value, business model designs based on cooperative systems are essential for innovative manufacturing servitization. Previous studies, which focused on product innovation or specific industries, either lacked standardized steps or promoted inconsistent processes and tools. Therefore, an integrated, holistic evaluation for designing and using service design methodologies was essential. Examining previous research, this study derived key factors categorized through focus group interviews with 13 experts. The analytic hierarchy process was used to derive weights for each factor to rank the level of importance. The results revealed the key factors of service design methodology: utility, systematicness, innovation, and convergence. Lower factors included the applicability to reality, ease of use, representation of needs, composition feasibility, customer value scalability, industrial convergence, flexibility, output clarity, collaboration support, and business improvement. The results of this study may be used as a basis for the development and selective adoption of service design methodologies in macroscopic terms. The study provides a direction for innovation and improving business models. It also serves as an academic foundation for industrial service innovation and ecosystem creation.

Date: 2021
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DOI: 10.1080/23311975.2021.1883220

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