Customer-based value creation and productivity in service-related business models

The shift from being mere manufacturers towards so-called producing service providers, also known as “servitization”, affects both the companies’ business models and it challenges their value creating system. This in turn means that service-related business model elements need to be detected and inserted to a comprehensive framework. Moreover, the contribution of those business model elements to the overall productivity of the services provided needs to be measured with the aim of emphasizing on those service elements with a positive ratio of outputs and inputs. Performance externalization and the deployment of new technologies are promising measures, as will be shown by a real-world case from forestry industry