@phdthesis{Konzett2022,
  type      = {Master Thesis},
  author    = {Belinda Konzett},
  title     = {Digitization of B2B after-sales processes},
  journal    = {Digitalisierung von B2B-After-Sales-Prozessen. Eine Betrachtung der Anbieter- und Kundenperspektive im Kontext der Digitalisierung von After-Sales-Prozessen und der sich daraus ergebenden Chancen},
  doi       = {10.25924/opus-4625},
  pages     = {VIII, 107},
  year      = {2022},
  abstract  = {Today, industrial B2B manufacturers face a rapidly changing environment, exacerbated by increasing globalization and associated shifts in the competitive landscape. Digital transformation and the emergence of new innovations and technologies are forcing companies to rethink their business models and offerings to integrate digital services to strengthen competitive advantages. Suppliers are becoming more deeply involved in customer processes through digital after-sales services, with the aim of exploiting efficiencies. Following the servitization transformation, companies intend to change their purpose from focusing on the pure physical product to becoming a service provider with emphasis on value creation and the capture of the customer. To investigate how customer and supplier perspectives agree and what requirements each side has for digital after-sales services, exploratory qualitative research was conducted with customers and suppliers by means of one-on-one interviews. The thesis aimed to assess the status, progress, and future possibilities of implementing digital after-sales services and business models based on them. Research shows that the far-reaching establishment of product-accompanying services with strong connectivity and customer-centricity is primarily relevant. Disruptive business models still require a mind-shift and organizational readiness on the part of both customers and suppliers. In principle, digitization in after-sales interaction is beneficial and should be steadily advanced to make customer processes as well as further developments at the supplier level more efficient and well-founded through the analysis of real data. Overall, this thesis outlines important aspects that need to be considered while developing digital service innovations to deal with customer demands appropriately. Keywords: Servitization, Digital After-Sales Services, Predictive Maintenance, Remote Monitoring, Digital Interaction, Digital Service Innovation, Digital Service Innovation Process},
  language  = {en}
}