Service Beyond—Enabling Technologies to Boost Service Business
A major trend currently shaping the field and profoundly influencing the practices of services marketing is the information technology (ICT). It is also radically changing how services are delivered by enabling both customers and employees to get and provide better, more efficient customized services. Therefore, it is highly important to recognise generic service concepts valid across business area boundaries and which utilise state-of-the-art ICT technologies. For emphasising innovativeness and business potential beside the technology, VTT launched a five years Service Beyond theme programme in 2005. In this paper we introduce this approach with some examples from the selected focus areas.
KeywordsMaintenance Work Service Concept Front Line Employee Mobile Worker Theme Programme
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