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This chapter focuses on the service concept as the core of the business model. It defines the key questions for shaping the concept, explains how it drives customer experience, and shows why its quality is critical for long-term success.

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Define Who You Serve and What You Promise

  • 章节

  • 发表日期：

    2026年

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  • Arto Lindblom,
  • Matti Kautto,
  • Lasse Mitronen

摘要

This chapter focuses on the service concept as the core of the business model. It defines the key questions for shaping the concept, explains how it drives customer experience, and shows why its quality is critical for long-term success.