Building Customer Self-Service Platform:\nThe Next Generation of Servitization in Manufacturing

カテゴリ: 国際会議

論文No: SS1-5

グループ名: ACIS2015

発行日: 2015/10/15

著者名(英語): Yong Nie(Japan Advanced Institute of Science and Technology), Michitaka Kosaka(Japan Advanced Institute of Science and Technology)

キーワード: Servitization, Value Co-creation,\nInformation Service Infrastructure, Customer Self-Service

要約(英語): Servitization is argued as a differentiation strategy for manufacturers to achieve competitive advantage. However, there are two critical issues to be solved. First, most of research focused on how manufacturers make corporate transformation and business process reengineering to adapt the distinction of service design and delivery. However, even manufactures complete the transformation, their added services still belong to firm-based solutions. Customers mostly wait for the offerings’ delivery and their tacit needs are hard to satisfy. Second, it seems that utilizing the thought of value co-creation can solve the above problem. But, are customers willing to accept the invitation to create value together with manufacturers? How can they participate in the process? Based on the analysis of key successfulfactors in the evolvement of servitization, the authors discuss that building Customer Self-Service Platform (CSSP) is an effective way to meet customer autonomy and utilize their knowledge to create added value. This happens when customers make voluntary efforts to satisfy their own interests, purpose or goals. Then five key features of CSSP are defined: inspired by a vision, advanced-customer-driven innovation, customer autonomy, social and mobile, andproduct as a service platform. Standing on the perspective of the customer’s digital engagement, knowledgeable engagement, and social engagement, the paper concludes with a CSSP framework.

原稿種別: 英語

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