Industry 4 .0 will bring new ways of creating value for industrial enterprises;industrial enter-prises will create greater value by providing services.By analyzing customers′experience before,during and after using intelligent products,an industrial service demand model was established.A service behavior model and a capacity-resource model both supported by information communication technology ( ICT) were con-structed successively.The idea for designing intelligent service touchpoints was put forward.In conclusion, typical cases were given to verify the main points.%工业4．0为工业企业带来了创造价值的新途径，工业企业通过提供服务创造出更大价值。通过分析顾客在使用智能产品前、使用中和使用后的体验行程，建立了工业服务需求模型，建立了ICT技术主导下的服务行为模型和能力资源模型，提出了智能产品服务接触点的设计思路，以典型案例验证了主要观点。
展开▼
