Understanding the impact of remote service technology on service business models in manufacturing: From improving after-sales services to building service ecosystems
We explore the use of remote service technology in manufacturing. The study provides insights into the impact of information technology use on the service business models in German-based manufacturing companies. For these companies, services become increasingly important to compete in global markets. Our study traces how the use of IT, specifically remote service technology, enables innovation in service business models. The study is exploratory, being based on expert interviews with case companies and industry representatives. The study contributes by providing a systematic account of the link between the use of remote service technology and business model innovation.