Advertisement

Service Beyond—Enabling Technologies to Boost Service Business

  • Pentti Vähä
  • Anne Tolman
  • Paula Savioja
  • Piritta Lampila
  • Sonja Kangas
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)

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.

Keywords

Maintenance Work Service Concept Front Line Employee Mobile Worker Theme Programme 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. [1]
    Engeström, Y. Activity theory and individual and social transformation. In Y. Engeström & R. Miettinen & R.-L. Punamäki (Eds.), Perspectives in Activity Theory (pp. 19-38). Cambridge: Cambridge University Press.Google Scholar
  2. [2]
    Iansiti, M., MacCormic, A. Developing products on internet time. Harvard Business Review, September - October 1997, pp. 108 - 117.Google Scholar
  3. [3]
    Meyronin, B. ICT: the creation of value and differentiation in services. Managing Service Quality, Volume 14, No. 2/3, 2004, pp. 216-225.CrossRefGoogle Scholar
  4. [4]
    Neu, W. A., Brown, S. W. Forming Successful Business-to-Business service in Goods-Dominant Firms. Journal of Service Research, Volume 8, No. 1, August 2005. pp. 3-17.CrossRefGoogle Scholar
  5. [5]
    Norros, L. Acting under uncertainty. The core-task analysis in ecological study of work. VTT Publications, ISBN 951-38-6410-3; 951-38-6411-1Google Scholar
  6. [6]
    Statistics Finland, Statistic releases, March 16, 2005, www.tilastokeskus.fi/
  7. [7]
    Tolman, A., Möttönen, V., Tulla, K. Mobility in Facility Services. Proc. of Changing user demands on buildings, needs for life cycle planning and management. Edited by Haugen, T. I., Moum, A., Bröchner, J. Trondheim international symposium CIB W70, June 12-14, 2006. Norwegian University of Science and Technology. Trondheim June 1996. ISBN 82-7551-031-7. pp 559 - 56.Google Scholar

Copyright information

© Springer Science+Business Media, LLC 2008

Authors and Affiliations

  • Pentti Vähä
    • 1
  • Anne Tolman
    • 1
  • Paula Savioja
    • 2
  • Piritta Lampila
    • 2
  • Sonja Kangas
    • 2
  1. 1.VTT Technical Research Centre of FinlandOuluFinland
  2. 2.VTT Technical Research Centre of FinlandFinland

Personalised recommendations