Abstract
Without doubts, services have become the major driver of value creation in the last decades. This manifests in official statistics showing that services make up the largest part of the gross domestic product (GDP) in industrialized countries. In 2009, the share of the GDP within the European Union amounted to 71.9% and in the United States to 76.9% increasing steadily over last years. This trend is further amplified by the “servicification” of traditional products in many industries. According to Vargo and Lusch (2004), the major shift towards a service-centered view is driven by changes in society and markets that lead to exchanges of services rather than goods. It is not only stagnant product demand in many domains, but also the customers’ demand for customized and sophisticated goods which has pushed economic value downstream – away from manufacturing and toward the offering of services, both in preparing and customizing sales and in aftersales (Baumgartner and Wise 1999; Oliva and Kallenberg 2003). Driven by advancing Web service technologies, servicification in the software industry is a fundamental trend that tremendously changes the companies’ strategies and business models: software vendors become service providers (Dubey and Wagle 2007). The growing importance of automated service provision over the Web is impressively documented by the rise of platforms like Salesforce.
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Notes
- 1.
- 2.
- 3.
According to the uno acto principle, delivery and consumption of a service are inseparable. Please refer to the inseparability characteristic of the IHIP criteria below.
- 4.
Services are subject to high degrees of customization (cf. the heterogeneity characteristics of the IHIP criteria below).Therefore, additional preparation in terms of customization is likely to antecede service provisioning and consumption. Hence, the more personalized a service is, the larger is the importance of the individual preparation included.
- 5.
Services are subject to high degrees of customization (cp. the heterogeneity characteristics of the IHIP criteria below). Therefore, additional preparation in terms of customization is likely to antecede service provisioning and consumption. Hence, the more personalized a service is, the larger is the importance of the individual preparation included.
- 6.
The IHIP literature is incidentally interconnected with the continuum-based approaches.
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- 9.
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Weinhardt, C., Blau, B., Conte, T., Filipova-Neumann, L., Meinl, T., Michalk, W. (2011). Services vs. Web Services. In: Business Aspects of Web Services. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-22447-8_2
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