Identifying critical success factors in implementing air conditioning servitization to encourage business model innovation

Yonatan Suganda, Djoko Sihono Gabriel

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

In Indonesia, the air conditioning market has barely grown in the last decade. This stagnant market will result in tough competition for air conditioning companies. Some companies begin to realize service offering is able to increase their profit through integrating goods and services to satisfy customer's needs and enhance customer’s productivity. This business model called servitization will change the point-of-view of distributors from product-centered to service-centered. Servitization business model in Indonesia's air conditioning market is not new, but not widely implemented and some implementation is not successful. There are still a few numbers of studies regarding ventilation and air conditioning business model in Indonesia. It is important to recognize the elements of successful servitization implementation and their impact on successful implementation. This paper aims to identify and evaluate the critical success factors of ventilation and air conditioning servitization in Indonesia and how those factors will help the stakeholders. Through literature reviews, interviews with experts, and surveys, the author will determine a set of candidate success factors. Then, the DEMATEL method is used to identify and rank the critical success factors. This research will contribute to the understanding of the servitization business model in Indonesia and encourage the innovation towards servitization model.

Original languageEnglish
Title of host publicationProceedings of the International Conference on Industrial Engineering and Operations Management, 2021
PublisherIEOM Society
Pages2651-2662
Number of pages12
ISBN (Print)9781792361258
Publication statusPublished - 2021
Event2nd South American Conference on Industrial Engineering and Operations Management, IEOM 2021 - Sao Paulo, Brazil
Duration: 5 Apr 20218 Apr 2021

Publication series

NameProceedings of the International Conference on Industrial Engineering and Operations Management
ISSN (Electronic)2169-8767

Conference

Conference2nd South American Conference on Industrial Engineering and Operations Management, IEOM 2021
Country/TerritoryBrazil
CitySao Paulo
Period5/04/218/04/21

Keywords

  • Air Conditioning
  • Critical Success Factors
  • DEMATEL
  • Servitization
  • Ventilation

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