2011

Wallin, Arto; Palo, Teea

The development of an innovative service concept and superior customer value is a key success factor in the current business environment. In parallel with new service development, companies need to develop innovative business models to create value for the services. A key question in this development is what kind of capabilities companies can use to develop their knowledge-intensive services and service-based business models. The aim of the study presented in this paper is to identify and categorize the key capabilities needed. The empirical research consists of qualitative semi-structured interviews conducted in five companies currently developing their service business. As a result, the study presents a classification of the types of capabilities in service business development. This classification helps companies create and acquire the necessary capabilities and develop service-based business models.