Transitioning from a Goods-dominant to a Service-dominant logic : Visualizing the role of Remote Monitoring Systems

Abstract: The manufacturing industry is turning their attention from a solely product orientation view, to the creation of new value-adding services in order to increase their after-sales business. In this thesis, a case study was conducted in order to examine a manufacturing industry in their process of developing value-adding services. By exploring their processes in service delivery and studying their introduction of remote monitoring systems in their service distribution, the aim was to visualise the dimensions of a service system and how it changes with the introduction of an specific new technology. This study has shown that the introduction of remote monitoring systems, changes the relationship between the provider and the receiver, through the decrease of physical visits at the clients’ site, with the consequence that the close relationships between the provider and its receivers can vanish. Furthermore this study shows that remote monitoring systems affects the service system, through intertwining the technology and shared information. As the characteristics of the new technology remote monitoring systems enables new ways of information sharing and thereby becoming how the information between the provider and receiver is shared. Additionally, this study shows that in order to co-create value in a service system, the provider has to bear full responsibility in coming up with an acceptable value proposition and for the clearness in presenting the value proposal to the receiver.