Department of Architecture and Civil Engineering CHALMERS UNIVERSITY OF TECHNOLOGY Gothenburg, Sweden 2018 Report ACEX30-18-42 Service Innovation in Housing Companies Interaction between digital services, coordination strategies, experiences & new business model ideas

Abstract

The master thesis outlines the evolution of service design from its simple form, such as service quality and customers’ satisfaction and experiences, to a more digitilized form. The world is rapidly changing, with shared economy businesses conquering many aspects of everyday life and people’s mindset around ownership swifting, to the point where in the future home might not be a space anymore but rather a services package offered through a membership deal. Through the exploration of successful business models such as Airbnb and Uber that completely reformed the mentality of how services are delivered in a technology disruption era, and looking through trends like co-living and co-working, the authors identify patterns and strategies from these business models that could be translated in rental housing industry for future innovative solutions. This thesis aims to think out of the box and contribute to the development of services in housing companies by identifying new experiences and options, in such a way that they can be adapted by a housing company in the future.