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- Gremyr, Ida, 1975, et al.
(författare)
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Service innovations in manufacturing firms
- 2010
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Ingår i: Managing Service Quality. - : Emerald. - 0960-4529 .- 1758-8030. ; 20:2, s. 161-175
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: The purpose of this paper is to identify and describe certain critical dimensions related to service innovation in manufacturing firms. The paper focuses on dimensions related to the service transition, the offering and the development project. Design/methodology/approach: A multiple case study was conducted in order to trace specific service innovations and to explore critical dimensions and events throughout their development. A total of 16 interviews were held, covering service innovations in SKF, Volvo Buses, and Volvo Trucks. Findings: Each of the three service innovations studied are examples of recombinative innovations. While there are some differences in terms of what is innovative, a common theme is the bundling of technology and services. Recombinative innovation opens up the possibility to combine standardization and customization, which has been identified as a success factor for services in manufacturing companies. Originality/value: Although a large number of manufacturing firms are introducing services to utilize the entire life-cycle of the installed base, there is a shortage of literature that includes elaborate empirical accounts of service innovations in manufacturing firms. The study expands the scope for viewing service innovation by not only focusing on the offering but also taking into account service transition and the development project. © Emerald Group Publishing Limited.
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- Gremyr, Ida, 1975, et al.
(författare)
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Understanding new service development and service innovation through innovation modes
- 2014
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Ingår i: Journal of business & industrial marketing. - : Emerald Group Publishing Limited. - 0885-8624 .- 2052-1189. ; 29:2, s. 123-131
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Tidskriftsartikel (refereegranskat)abstract
- The purpose of this paper is to explore the role of innovation modes in understanding challenges of integrated NSD and NPD, and the use of structured NSD processes in manufacturing firms.The research is based on a two-stage multiple case study. The first stage is an interview study of 17 key informants representing manufacturing firms in the machine industry. The second stage is an in-depth study of three service innovations at three manufacturing firms based on 16 interviews with key informants.The results of the study show that NSD processes are often more structured if the service is developed separately from the product. The fact that different innovation modes benefit from varying degrees of structure in the development process means that integrated service development can be challenging. Furthermore, service innovations often follow a trajectory of innovation modes before succeeding in the market. Some innovation modes occur within the NSD process, while others occur outside the process. One success factor for NSD is the fit between the innovation modes and the NSD process, rather than the NSD process per se.This research uses innovation modes to explain why NSD in manufacturing firms is often performed on an ad hoc basis, and how service innovations go through a trajectory of innovation modes. In this way, the study contributes to theory development of service innovation, and specifically service innovations in manufacturing firms.
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- Löfberg, Nina, 1979-
(författare)
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Service Orientation in Manufacturing Firms : Understanding Challenges with Service Business Logic
- 2014
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Globalisation and competition from low-cost countries has pushed manufacturing firms towards offering services to remain competitive. However, increasing the service orientation of a manufacturing firm to find new ways of value (co-)creation has presented several challenges, such as the fact that services do not provide the expected revenues, and resistance from both the sales force and from customers towards services.The aim of this thesis is to understand challenges linked to increasing service orientation in manufacturing firms, by means of goods and service business logics. The thesis emphasises the three dimensions of business logics – value perspective, service business strategy, and service offering – and studies them empirically in service divisions in the pulp and paper industry and in the automotive industry.The findings show that firms with inconsistency between the three dimensions face certain challenges. Most often, the firms have a value perspective of goods business logic, but a service business strategy and a service offering of service business logic. Therefore, the most important and most difficult challenge to overcome in order to increase a manufacturing firm’s service orientation is the employees’ value perspective.Three service manoeuvres were key to overcoming this challenge: changing employees’ mind-sets, starting to value services, and separating products and services. Although separating products and services could be assessed as a service manoeuvre consistent with goods business logic, it facilitated an increased service orientation. The fact that goods business logic manoeuvres led to a higher degree of service orientation, whereas service business logic manoeuvres did not always do so, is discussed as a service orientation paradox.
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- Witell, Lars, et al.
(författare)
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Exploring Modes of Innovation in Services
- 2010
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Ingår i: Proceedings of the 2nd CIRP IPS2 Conference 2010; 14-15 April; Linköping; Sweden. - : Linköping University Electronic Press. - 9789173933810 ; , s. 409-415
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Konferensbidrag (refereegranskat)abstract
- Manufacturing companies differentiating their offerings with new services need to combine both product and service innovation. We study how service development is influenced by (a) the choice of separation or integration of service development and (b) the modes of innovation. Our results show that service development often is more structured if services are developed separately. Furthermore, service innovations often follow a sequence of innovation modes different from those of product innovations. Since different innovation modes benefit from varying degree of structure in the development process, many companies find it hard to develop products and services within the same development project.
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- Witell, Lars, et al.
(författare)
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Exploring Modes of Service Innovation in Manufacturing Firms
- 2010
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Ingår i: CIRP IPS² Conference.
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Konferensbidrag (refereegranskat)abstract
- Manufacturing companies that differentiate their offerings with new services need to combine both product and service innovation. The purpose of our research is to understand how service development processes in manufacturing companies is influenced by (1) the choice of separation or integration of service development and (2) the modes of innovation. The results show that service development processes are often more structured if the service is developed separately. Furthermore, service innovations often follow another sequence of innovation modes than product innovations. Since different innovation modes benefit from varying degree of structure in the development process, integrated development of products and services could prove challenging.
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- Witell, Lars, et al.
(författare)
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Service Strategies in a Supply Chain
- 2010
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Ingår i: Journal of Service Management. - 1757-5818 .- 1757-5826. ; 21:4, s. 427-440
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Tidskriftsartikel (refereegranskat)
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