From Processes to Promise: How Complex Service Providers Use Business Model Innovation to Deliver Sustainable Growth

The ‘pure’ service sector represents three quarters of the developed world’s economy. Forty per cent of manufacturing firms sell services as well as products. In some cases ‘traditional’ manufacturing firms generate over fifty per cent of their revenues from services. It is clear that service offers companies significant opportunities to create and capture economic value. Underlying this shift to service is a change in the nature of service.