Palvelukeskeisyystyyppejä

Palvelukeskeisyystyyppejä refers to different approaches or philosophies regarding how organizations prioritize and deliver services. This concept is central to understanding service design, customer relationship management, and business strategy.

One common typology distinguishes between product-oriented and service-oriented business models. A product-oriented approach focuses on the tangible good being sold, with services often being secondary or an add-on. Conversely, a service-oriented approach views the product as a platform or enabler for delivering value through ongoing services. This might involve subscriptions, maintenance, or support, where the service itself is the primary revenue driver.

Another way to categorize service-centricity is by the level of customer interaction. Some organizations adopt a high-touch model, emphasizing direct, personalized customer engagement and bespoke service solutions. This is often seen in luxury goods or consulting. In contrast, a low-touch model relies more on self-service, automation, and standardized processes to deliver efficient, scalable services, common in e-commerce or utility providers.

A third perspective considers the internal organization's alignment with service delivery. A truly service-centric organization embeds service thinking across all departments, not just customer-facing roles. This means product development, marketing, and operations are all designed with the customer experience and service outcomes in mind. This contrasts with a siloed approach where service is seen as the responsibility of a specific department. Understanding these different types of service-centricity helps businesses to strategize effectively and tailor their operations to meet customer needs and achieve their goals.