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Read the articleAUTHOR
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Bernard YANNOU: University Professor, Industrial Engineering Laboratory, CentraleSupélec, Université Paris-Saclay
INTRODUCTION
Your company has always designed, produced and sold products. Now you're wondering whether it would be worthwhile to use your know-how to sell services, or at least to introduce more services around your products. In fact, you're wondering about the relevance of changing your dominant business model.
This sheet has three objectives:
Know the definitions of a service versus a product and know how to represent a service.
Know the differences between a product and a service.
Know the advantages of switching from a product to a service.
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Bibliography
Christian Grönross, Service Management and Marketing: Managing the Moment of Truth in Service Competition , Lexington Books, 1990
Lynn G. Shostack, "How to design a service", European Journal of Marketing , 16 (1): 133-139, 1982
Jean Harvey, "Service quality: a tutorial", Journal of Operations Management , 16: 583-597, 1998...
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