Search

Energy efficiency in buildings remains an important priority for the European Union. Towards that direction, therole of the one-stop-shops (OSSs) that will offer integrated renovation services has been further enhanced. Thepaper aims to compare public and private-driven OSSs to increase knowledge regarding the way they operate.The business models of ten OSSs for renovation of residential buildings, operating in six European countries havebeen analysed, and further evaluated for their engagement in the critical moments of the renovation customerjourney. Findings show that the majority of examined OSSs have managed to reach some level of standardizationin the way they deliver their service. Additionally, the examined OSSs appear to be engaged in the critical momentsof the renovation customer journey, which can attract the interest of potential customers. Public-drivenOSSs appear to operate smoother in the renovation market and offer services that are considered crucial for theirpotential customers. Their viability though in the absence of public funding needs to be further examined. On theother hand, private-driven OSSs are called to deal with greater challenges in their effort to consolidate their presencein the renovation market. Providing access to financing remains a challenge for private-driven OSSs, whichto attract more customers resort to value additions to their service, which might affect their viability. The studyprovides valuable information and insights about OSSs in operation that could be useful to stakeholders that areactive in the renovation market or interested to enter it. • Analysis of ten one-stop-shop business models for residential building renovations operating in six European countries. • Operational modality of public and private driven OSSs has been critically reviewed and compared. • Public-driven OSSs appear to operate smoother in the renovation market offering services that are considered crucial by customers. • Private-driven OSSs are dealing with greater challenges in trying to consolidate their presence in the renovation market. • Private-driven OSS build trust with their customers by engaging in specific "critical moments" of the renovation journey and by adding value to their service. [ABSTRACT FROM AUTHOR]