Business model development for the expansion of an after-sales service in the framework of a servitization strategy
Breuer, Charlotte
Promotor(s) : Van Caillie, Didier
Date of defense : 19-Jun-2020/23-Jun-2020 • Permalink : http://hdl.handle.net/2268.2/8995
Details
Title : | Business model development for the expansion of an after-sales service in the framework of a servitization strategy |
Author : | Breuer, Charlotte |
Date of defense : | 19-Jun-2020/23-Jun-2020 |
Advisor(s) : | Van Caillie, Didier |
Committee's member(s) : | Rondeaux, Giseline
Lisein, Olivier 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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