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- Witell, Lars, 1972-, et al.
(author)
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Managerial recommendations for service innovations in different product-service systems
- 2010
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In: Introduction to Product-Service Systems design. - London : Springer. - 9781848829084 ; , s. 237-259
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Book chapter (peer-reviewed)abstract
- In order to meet the increasingly complex needs of customers and to respond to decreasing product margins, typical product manufacturers have developed a growing interest in extending their service business. The extension of the service business requires a systematic development of innovative services. Unfortunately, in business practice it has been observed historically that manufacturing companies often fail to develop services systematically. Some customers asked for services and these desires were often fulfilled. Thus, the extension of the service business reflects a rather unstructured service innovation approach, which has not been consciously pursued. Rather than developing more formal structures to elicit ideas for new services, it is mostly performed ad hoc. Only a limited number of firms use formal approaches to service innovation and have implemented necessary determinants to success. Furthermore, the innovation of services in manufacturing companies captures two specific idiosyncrasies. First, manufacturing companies have to balance product and service innovations. Second, services can be either developed during the product development process or during the product usage. The major challenge to success in innovating services is to combine specific product-service systems with the right service strategy and way to develop service innovations.
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| 5. |
- Gebauer, Heiko, et al.
(author)
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Match or Mismatch : Strategy-Structure Configuration in the Service Business of Manufacturing Companies
- 2010
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In: Journal of Service Research. - : Sage. - 1094-6705 .- 1552-7379. ; 13:2, s. 198-215
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Journal article (peer-reviewed)abstract
- A new trend seems to be emerging for multinational manufacturing companies to make a strategic reorientation into becoming service providers. For some companies, such as Kone and IBM, the revenues from services are 50% or more of their total sales. Despite the increasing interest in exploring various aspects of the service part of the business in manufacturing companies, existing research has not focused on the interdependencies between different service strategies and organizational designs. This article studies different service strategies in manufacturing companies and highlights the organizational design necessary for implementing each service strategy. The service strategies explored are aftersales service providers, customer support service providers, outsourcing partners, and development partners. Each service strategy is supported by organizational design factors related to the service orientation of corporate culture, the service orientation of human resource management, and the service orientation of organizational structures. This research concludes that a specific strategy-structure configuration is needed in order to succeed with a chosen service strategy
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| 7. |
- Roos, Inger, et al.
(author)
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The influence of active and passive customer behaviour on switching in customer relationships
- 2011
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In: Managing Service Quality. - : Emerald Group Publishing Limited. - 0960-4529 .- 1758-8030. ; 21:5, s. 448-464
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Journal article (peer-reviewed)abstract
- Purpose – The purpose of this study is to examine the relationship between active/passive customer behavior and loyalty (responses to switching triggers) in customer relationships.Design/methodology/approach – A longitudinal study (seven years) is undertaken of the roles of various triggers and active/passive customers in analyzing the processes that lead to customers changing their service provider in the context of the Swedish telecommunications retail industry.Findings – Triggers affect customers' evaluations of service in different ways and cause varying kinds of behavior, depending on whether the customers are active or passive in their customer relationships.Originality/value – The study offers new insights into the difference between active and passive customers, which facilitates the design of loyalty-enhancing communications between providers and their customers.
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| 8. |
- Witell, Lars, et al.
(author)
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Service Strategies in a Supply Chain
- 2010
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In: Journal of Service Management. - 1757-5818 .- 1757-5826. ; 21:4, s. 427-440
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Journal article (peer-reviewed)
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| 9. |
- Löfgren, Martin, 1975-, et al.
(author)
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Theory of Attractive Quality and Life Cycles of Quality Attributes
- 2011
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In: The TQM Journal. - Bingley, UK : Emerald Group Publishing Limited. - 1754-2731 .- 1754-274X. ; 23:2, s. 235-246
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Journal article (peer-reviewed)abstract
- Purpose – The purpose of this study is to shed further light on the dynamics of quality attributes, as suggested by the theory of attractive quality. The study aims to investigate the existence of the life cycle for successful quality attributes and to identify alternative life cycles of quality attributes.Design/methodology/approach – The research is based on two surveys in which a total of 1,456 customers (708 in 2003 and 748 in 2009) participated in the classification of quality attributes. In particular, the study investigated how customers perceived 24 particular packaging attributes at two points in time, in 2003 and 2009.Findings – The study identified three life cycles of quality attributes: successful quality attributes, flavor-of-the-month quality attributes, and stable quality attributes. The research also extends the theory of attractive quality by identifying the reverse movement of certain quality attributes; that is, that a quality attribute can take a step backwards in the life cycle of successful quality attributes through, for instance, a change in design.Originality/value – The paper provides empirical evidence for the existence of several alternative life cycles of quality attributes. The results of the empirical investigation increase the validity of the theory of attractive quality, which is important, given the limited amount of research that has attempted to validate the fundamentals of the theory of attractive quality.
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