Creating value for the customers through digital twin enabled service innovation

Minna Salo (Corresponding author), Päivi Petänen, Jukka Hemilä

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientific


The focus of the companies´ innovation activities has shifted from closed good-centric to open service-centric view. Digital twins, the digital replicas of physical entities with the bidirectional real-time mapping between a physical object and its digital model, can be seen as enablers for new service innovation opportunities with new kinds of value creation possibilities for the customers. The aim of this study is to examine what kind of value new digital twin enabled services can offer to customers in the industrial setting, how customer understanding and customer needs are used as a basis for the service innovation and how the recognized value for the customers is created during the innovation. Based on the interviews and workshops with representatives of twelve companies, we contribute to existing knowledge about the customer oriented approach in innovating services by combining the viewpoints of service innovation, digital twins and customer value creation.
Original languageEnglish
Title of host publicationProceedings of the XXXIII ISPIM Innovation Conference
Subtitle of host publicationInnovating in a Digital World
PublisherLappeenranta University of Technology
ISBN (Electronic)978-952-335-694-8
Publication statusPublished - Jun 2022
MoE publication typeB3 Non-refereed article in conference proceedings
EventXXXIII ISPIM Innovation Conference: Innovating in a Digital World - RAdisson Blu Hotel, Copenhagen, Denmark
Duration: 5 Jun 20228 Jun 2022 (Proceeding submissions)

Publication series

SeriesLUT Scientific and Expertise Publications: Research Reports


ConferenceXXXIII ISPIM Innovation Conference
Internet address


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