Business Model Transformation From Product to Service in Service Science

Folashade  Oluwatoyin; Rahayu Mardikaningsih

Authors

Folashade Oluwatoyin Obafemi Awolowo University
Rahayu Mardikaningsih University of Sunan Giri, Surabaya

Keywords:

service science, paradigm shift, customer experience, sustainable service, digital technology, service innovation, business strategy

Abstract

The paradigm shift from products to services related to Service Science is a significant step that changes the way companies create value and interact with customers. Companies now prioritize personalized and sustainable customer experiences by leveraging digital technologies such as big data and artificial intelligence. This shift raises challenges in managing consistent service quality and measuring the impact of services on profitability and customer satisfaction. This change provides opportunities for innovation in business models, allowing companies to optimize their service strategies to create more long-term value. To do this, companies need to build closer relationships with customers and partners to create joint solutions, and strengthen internal capabilities through training and development of human resources. Thus, companies that can manage this shift effectively can strengthen their competitiveness in a global market that is increasingly focused on sustainability and customer experience.

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