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HEC-Ecole de gestion de l'Université de Liège
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Business model development for the expansion of an after-sales service in the framework of a servitization strategy

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Breuer, Charlotte ULiège
Promotor(s) : Van Caillie, Didier ULiège
Date of defense : 19-Jun-2020/23-Jun-2020 • Permalink : http://hdl.handle.net/2268.2/8995
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Title : Business model development for the expansion of an after-sales service in the framework of a servitization strategy
Author : Breuer, Charlotte ULiège
Date of defense  : 19-Jun-2020/23-Jun-2020
Advisor(s) : Van Caillie, Didier ULiège
Committee's member(s) : Rondeaux, Giseline ULiège
Lisein, Olivier ULiège
Cardon, Jean-Paul 
Language : English
Number of pages : 201
Keywords : [en] Servitization, servitization strategies, service design, value proposition, value proposition design, business model development, business development, after-sales service
Discipline(s) : Business & economic sciences > Strategy & innovation
Institution(s) : Université de Liège, Liège, Belgique
Degree: Master en sciences de gestion, à finalité spécialisée en Intrapreneurship and Management of Innovation Projects
Faculty: Master thesis of the HEC-Ecole de gestion de l'Université de Liège

Abstract

[en] Slowed demand, increasingly fierce competition and declining profit margins make it more and more challenging for companies to compete on manufacturing alone. In addition, customer demand for services is growing, and they increasingly expect companies to anticipate and respond to a complex range of customer needs.
As a result, ever more companies are striving to include services in their product range, and to develop themselves from manufacturers towards solution providers. So does Viessmann. The company has made it its goal to "become the best service partner for seamless climate solutions". (Geiger, 2019)
The aim of this work is to find out what is holding back Viessmann's service expansion to date. Based on the customer-centred Service Design Process, a business model is then developed, that enables Viessmann, through changes in the design, logic and rollout aspects of its current service offer, to achieve long-term and sustainable service growth.


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  • Breuer, Charlotte ULiège Université de Liège > Master sc. gest., à fin.

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