nach oben

Erschienen in:

2015 | OriginalPaper | Buchkapitel

Servitization as Innovation in Manufacturing—A Review of the Literature

verfasst von : Göran Roos

Erschienen in: The Handbook of Service Innovation

Verlag: Springer London

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

This chapter provides an overview of select literature on servitization, introduces and defines the concept of servitization, and shows why servitization is becoming a required strategy for manufacturing firms. It discusses the key aspects of servitization as innovation along several different dimensions. The chapter also touches upon what type of services manufacturing firms can offer, as well as the key journeys towards a fully servitized manufacturing firm, and key challenges on these journeys. Servitization is increasing rapidly, and is likely to continue to do so since both the defensive and offensive drivers of servitization are increasing in strength. The literature also points out that the transformation process into a servitized manufacturing firm is both a complex and complicated one, and failure rates are not insignificant. On the positive side, opportunities abound to offer services throughout the value chain, but care has to be taken to ensure that the manufacturing firms’ business model is modified to ensure the implemented service activities are profitable.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Vorheriges Kapitel The Role of Socio-Technical Experiments in Introducing Sustainable Product-Service System Innovations

Nächstes Kapitel The Architecture of Service Innovation

Please note that other terms exist in the academic literature, albeit the servitization term seems to dominate.

If this phenomenon is presented in a graph with a Y-axis for the value-added and an X-axis for the value chain, the resulting curve appears like a “smile” and hence the name.

For a further discussion of this see Anderson and Narus 1995; Auramo and Ala-Risku 2005; Davies 2004; Gebauer et al. 2005; Gebauer and Friedli 2005; Goffin 1999; Howells 2004; Lele 1997; Mathieu 2001a; Mathieu 2001b; Matthyssens and Vandenbempt 1998a; Matthyssens and Vandenbempt 2008; Oliva and Kallenberg 2003; Penttinen and Palmer 2007; Phillips et al. 1999.

These drivers are synthesised out of the following studies: Lewis 1942; Levitt 1983; Coyne 1989; Reichheld and Sasser 1990; Knecht et al. 1993; Anderson and Narus 1995; Kalwani and Narayandas 1995; Reichheld 1996; Frambach et al. 1997; van Looy et al. 1998; Goffin 1999; Wise and Baumgartner 1999; Goffin and New 2001; Mathieu 2001b; Nambisan 2001; Munos2002; Homburg et al. 2003; Krishnamurthy et al. 2003; Davies 2003; Oliva and Kallenberg 2003; Henkel et al. 2004; Kalliokoski et al. 2004; Mont 2004; Sawhney et al. 2004; Vargo and Lusch 2004; Windahl et al. 2004; Brax, 2005; Gebauer et al. 2005; Gebauer and Friedli 2005; Slack 2005a, 2005b; Ward and Graves 2005; Malleret 2006; Breunig et al. 2007; Gebauer and Fleisch 2007; Kim et al. 2007; Matthyssens and Vandenbempt 2008; Neely 2008; Reinartz and Ulaga 2008; Baines et al. 2009a, b; Brax and Jonsson 2009; Brege et al. 2009; Schmenner 2009; Kindström and Kowalkowski 2009; Aurich et al. 2010; Slepniov et al. 2010a, b; Isaksson et al. 2011, Neely 2013.

In the Service-Dominant Logic field of study.

see Roos et al. (2005) Chap. “Open Service Innovation: Literature Review and Directions for Future Research” for an in-depth discussion on how to capture and evaluate resource deployment systems in firms.

The structuralist view and the resource-based view of the firm’s competitive advantage; the dynamic capabilities theory; service-based theory of the firm; service-dominant logic and goods-dominant logic; strategic management and the socio-economic view; organizational design.

See e.g. Patankar and Mitra 1995; Jack and Murthy 2001; Balachander 2001; Murthy et al. 2004; Balachandran and Radhakrishnan 2005; Cohen et al. 2006; Jack and Murthy 2007; Allon and Federgruen 2009.

Ahonen T, Reunanen M, Pajari O, Ojanen V, Lanne M (2010) Maintenance communities—a new model for the networked delivery of maintenance services. Int J Bus Innov Res 4(6):560–583

Akan M, Ata B, Lariviere MA (2011) Asymmetric information and economies of scale in service contracting. Manuf Serv Oper Manage 13(1):58–72

Allon G, Federgruen A (2009) Competition in service industries with segmented markets. Manage Sci 55(4):619–634

Amit R, Zott C (2001) Value creation in E-business. Strateg Manag J 22:493–520

Anderson C (2012) Makers. The new industrial revolution. Crown Business, New York

Anderson JC, Narus JA (1995) Capturing the value of supplementary services. Harvard Bus Rev 73(1):75–83

Antioco M, Moenaert RK, Lindgreen A, Wetzels MG (2008) Organizational antecedents to and consequences of service business orientations in manufacturing companies. J Acad Mark Sci 36:337–358

Auramo J, Ala-Risku T (2005) Challenges for going downstream. Int J Logistics 8(4):333–345

Aurich JC, Mannweiler CE, Schweitzer CE (2010) How to design and offer services successfully. CIRP J Manufact Sci Technol 2(3):136–143

Aurich K, Öhman J (2012) Is more really merrier?—challenges of using external service providers for servitized manufacturing companies master thesis in business administration

Bainbridge A, Jacobsen K, Roos G (2001) Intellectual capital analysis as a strategic tool. Strategy Leadersh J 29(4):21–26

Baines T, Lightfoot H, Peppard J, Johnson M, Tiwari A, Shehab E, Swink M (2009a) Towards an operations strategy for product-centric servitisation. Int J Oper Prod Manage 29(5):494–519

Bains TS, Lightfoot HW, Benedettini O, Kay JM (2009b) The servitization of manufacturing: a review of literature and reflection of future challenges. J Manufact Technol Manage 20(5):547–567

Balachander S (2001) Warranty signalling and reputation. Manage Sci 47(9):1282–1289

Balachandran KR, Radhakrishnan S (2005) Quality implications of warranties in a supply chain. Manage Sci 51(8):1266–1277

Baveja SS, Gilbert J, Ledingham D (2004) From products to services: why it’s not so simple. Harvard Manage Update 9(4):3–6

Benedettini O, Neely A (2010) Why do servitized firms fail. In: 17th international annual EurOMA conference–managing operations in service economies. Porto, Portugal

Berggren U, Bergkvist T, Hedby U (2008) De nya affärsinnovationerna. Nutek, B 2008:1

Bowen DE, Siehl C, Schneider B (1989) A framework for analyzing customer service orientations in manufacturing. Acad Manag Rev 14(1):75–95

Brax S, Jonsson K (2009) Developing integrated solution offerings for remote diagnostics: a comparative case study of two manufacturers. Int J Oper Prod Manage 29(5):539–560

Brax S (2005) A manufacturer becoming service provider—challenges and a paradox. Managing Serv Qual 15(2):142–155MathSciNet

Brege S, Kindström D, Brehmer P-O (2009) De nya affärsrelationerna—från produkt till funktion. In: Mattsson LG (ed) Marknadsföring: Myter och Möjligheter. MTC, Stockholm, pp 95–112

Breunig KJ, Kvålshaugen R, Hylde KM (2007) Beyond boundaries: towards resolving the international strategy dilemma by identifying an international service typology? In: 23rd EGOS colloquium. Vienna, Austria

Burton K, O’Connor A, Roos G (2013) An empirical analysis of the IC navigator approach in practice—a case study of five manufacturing firms. Knowledge Management Research & Practice (KMRP) Journal. Special issue: Strategic Management of Intellectual Capital in Firms: Attempting to Bridge the Gap between Theory and Practice. 2013, in press

Cannon JP, Homburg C (2001) Buyer–supplier relationships and customer firm costs. J Mark 65:29–43

Chase RB (1981) The customer contact approach to services: theoretical bases and practical extensions. Oper Res 29:698–706

Chesbrough H, Spohrer J (2006) A research manifesto for services science. Commun ACM 49(7):35–40

Cohen MA, Agrawal N, Agrawal V (2006) Winning in the aftermarket. Harvard Bus Rev 84(5):129–138

Coombs R, Miles I (2000) Innovation, measurement and services: the new problematic In: Metcalfe JS, Miles I (eds) Innovation systems in the service economy. Measurement and case study analysis. Kluwer Academic Publisher, Boston, pp 85–103

Coyne K (1989) Beyond service fads—meaningful strategies for the real world. Sloan Manag Rev 30(4):69–76

Davidsson N, Edvardsson B, Gustafsson A, Witell L (2009) Degree of service-orientation in the pulp and paper industry. Int J Serv Technol Manage 11(1):24–41

Davies A (2003) Integrated solutions: the changing business of systems integration. In: Prencipe A, Davies A, Hobday M (eds) The business of systems integration. Oxford University Press, Oxford

Davies A (2004) Moving base into high-value integrated solutions: a value stream approach. Ind Corp Change 13(5):727–756

Brady T, Davies A, Hobday M (2006) Charting a path toward integrated solutions. MIT Sloan Manage Rev 47(3):38–49

Edvardsson B, Haglund L, Mattsson J (1995) Analysis, planning, improvisation and control in the development of new services. Int J Serv Ind Manag 6(2):24–35

Evanschitzky H, Wangenheim FV, Woisetschläger DM (2011) Service & solution innovation: overview and research agenda. Ind Mark Manage 40(5):657–660

Feeny D, Lacity M, Willcocks LP (2005) Taking the measure of outsourcing providers. MIT Sloan Manage Rev Spring 46:41–48

Feng E, Palmatier RW, och Steenkamp J-BEM (2008) Effect of service transition strategies on firm value. J Mark 72(4):1–14

FrambachRT, Wels-Lips I, Gündlach A (1997) Proactive product service strategies—an application in the European health market. Ind Mark Manage 26:341–352

Gebauer H, Fleisch E (2007) An investigation of the relationship between behavioral processes, motivation, investments in the service business and service revenue. Ind Mark Manage 36:337–348

Gebauer H, Friedli T (2005) Behavioural implications of the transition process from products to services. J Bus Ind Mark 20(2):70–80

Gebauer H (2008) Innovation in product-related services. Managing Serv Qual 18(special issue from QUIS 10)

Gebauer H, Fleisch E, Friedli T (2005) Overcoming the service paradox in manufacturing companies. Eur Manag J 23(1):14–26

Gebauer H, Gustafsson A, Witell L (2011) Competitive advantage through service differentiation by manufacturing companies. J Bus Res 64(12):1–11

Gebauer H, Krempl R, Fleisch E, Friedli T (2008) Innovation of product-related services. Managing Serv Qual 18(4):387–404

GoffinK New C (2001) Customer support and new product development: An exploratory case study. Int J Oper Prod Manage 21(3):275–301

Goffin K (1999) Customer support: a cross-industry study of distribution channels and strategies. Int J Phys Distrib Logistics Manage 29(6):374–397

Gozzo M (2009) Tjänsteexporten—den snabbaste växande sektorn i svensk ekonomi Exportrådet

Gremyr I, Witell L, Edvardsson B, Gustafsson A (2012) Tjänstelogik som utgångspunkt förinnovationer i tillverkningsindustrin. In: Richtnér A, Frishammar J (eds) Innovationsledning och kreativitet i svenska företag. VINNOVA Rapport VR 2012:02, VINNOVA och Stiftelsen IMIT, pp 120–129

Gunter B, Bonaccorsi A (1996) Project marketing and systems selling. In search of frameworks and insights. Int Bus Rev 5(6):531–537

Hayes RH, Wheelwright SC (1984) Restoring our competitive edge: competing through manufacturing. John Wiley, New York

Henkel CB, Bendig OB, Caspari T, Hasagic N (2004) Industrial services strategies: the quest for faster growth and higher margins. Monitor Group

Hipp C, Grupp H (2005) Innovation in the service sector: the demand for service-specific innovation measurement concepts and typologies. Res Policy 34:517–535

Homburg C, Fassnacht M, Günther C (2003) The role of soft factors in implementing a service-oriented strategy in industrial marketing companies. J Bus Bus Mark 10(2):23–51

Howells J (2004) Innovation consumption and services: encapsulation and the combinatorial role of services. Serv Ind J 24(1):19–36

Isaksson O, Larsson TC, Johansson P (2011) Towards a framework for developing product/service systems. Functional thinking for value creation, pp 44–49

Jack N, Murthy DNP (2001) A servicing strategy for items sold under warranty. J Oper Res Soc 52(11):1284–1288

Jack N, Murthy DNP (2007) A flexible extended warranty and related optimal strategies. J Oper Res Soc 58(12):1612–1620

Johne A, Storey C (1998) New service development: a review of the literature and annotated bibliography. Eur J Mark 32(3–4):184–251

Kalliokoski P, Andersson G, Salminen V, Hemilä J (2004) BestServ feasibility study final report. Technology Industries of Finland, Kerava

Kalwani MU, Narayandas N (1995) Long-term manufacturer-supplier relationships: Do they pay off for supplier firms? J Mark 59(1):1–16

Kim S-H, Cohen MA, Netessine S (2007) Performance contracting in after-sales service supply chains. Manage Sci 53(12):1843–1858

Kim WC, Mauborgne R (2004a) Blue ocean strategy. Harvard Bus Rev 82(10):76–84

Kim WC, Mauborgne R (2004b) Value innovation. Harvard Bus Rev 82(7/8):172–180

Kindström D, Kowalkowski C (2009) Development of industrial service offerings: a process framework. J Serv Manage 20(2):156–172

Kinnunen R-E (2011) Servitization of manufacturing companies—framework for analyzing servitization capabilities master thesis, department of information and service economy. School of Economics, Aalto University

Knecht T, Leszinski R, Weber FR (1993) Making profits after the sale. McKinsey Q 4:79–86

Kowalkowski C (2008) Managing the industrial service function. doctoral dissertation. no. 117. International graduate school of management and industrial engineering, IMIE. Department of management and engineering. Linköping University, Sweden

Kowalkowski C, Kindström D, Witell L (2011) Internalisation or externalisation? examining organisational arrangements for industrial services. Managing Serv Qual 21(4):373–391

Krishnamurthy C, Johansson JE, Schlissberg H (2003) Solutions selling—is the pain worth the gain? In: McKinsey & Company (ed) Marketing & sales practice

Lee CH, Venkatraman N, Tanriverdi H, Iyer B (2010) Complementarity-based hypercompetition in the software industry: theory and empirical test, 1990–2002. Strateg Manag J 31(13):1431–1456

Lele MM (1997) After-sales service—necessary evil or strategic opportunity? Managing Serv Qual 7(3):141–145MathSciNet

Lewis WA (1942) Notes on the economics of loyalty. Economica 9(36):333–348

Levitt T (1983) After the sale is over. Harvard Bus Rev 61(5):87–93

Looy van B, Dierdonck van R, Gemmel R (eds) (1998) Services management: an integrated approach. Prentice Hall, Upper Saddle River

Malleret V (2006) Value creation through service offers. Eur Manag J 24(1):106–116

Marsh PT (2012) The new industrial revolution consumers, globalization and the end of mass production. Yale University Press, New Haven

Martin CR Jr, Horne DA (1992) Restructuring towards a service orientation: the strategic challenges. Int J Serv Ind Manag 3(1):25–38

Martinsson I (2011) Tjänstebaserad innovation: Utformning av insatser som möter behov hos företag och organisationer VINNOVA Policy. VP 2011:01

Mathe H, Shapiro RD (1993) Integrating service strategy in the manufacturing company. Chapman & Hall, Suffolk

Mathieu V (2001a) Product services: from a service supporting the product to a service supporting the client. J Bus Ind Mark 16(1):39–61MathSciNet

Mathieu V (2001b) Service strategies within the manufacturing sector: benefits, costs and partnership. Int J Serv Ind Manag 12(5):451–475

Matsuno K, Mentzer JT (2000) The effects of strategy type on the market orientation-performance relationship. J Mark 64(4):1–16

Matthyssens P, Vandenbempt K (1998a) Creating competitive advantage in industrial services. J Bus Ind Mark 13(4/5):339–355

Matthyssens P, Vandenbempt K (1998b) Creating competitive advantage in industrial services. J Bus Ind Mark 13(4/5):339–355

Matthyssens P, Vandenbempt K (2008) Moving from basic offerings to value-added solutions: Strategies, barriers and alignment. Ind Mark Manage 37(3):316–328

Michel S, Brown SW, Gallan AS (2008) An expanded and strategic view of discontinuous innovations: deploying a service-dominant logic. J Acad Mark Sci 36(1):54–66

Miles I (2001) Services innovation: a reconfiguration of innovation studies. PREST discussion paper 01–05. University of Manchester, Manchester. http://research.mbs.ac.uk/innovation/Ourstaff.aspx

Miles I (2006) Innovation in services. In the oxford handbook of innovation. Oxford handbooks in business and management. Oxford. Oxford University Press, Oxford

Miles RE, Snow CC (1978) Organizational strategy, structure, and process. McGraw-Hill, New York

Milgrom P, Roberts J (1995) Complementarities and fit—strategy, structure, and organizational-change in manufacturing. J Account Econ 19:179–208

Miller D, Hope Q, Eisengstat R, Foote N, Galbraith J (2002) The problem of solutions: balancing clients and capabilities. Bus Horiz 45(2):3–12

Mont O (2004) Product-service systems: panacea or myth? Ph.D. Thesis. Lund University, Lund Sweden

Munos A (2002) Service delivery systems, services marketing and technologies. Int J Serv Technol Manage 3(3):263–276

Murthy DNP, Solem O, Roren T (2004) Product warranty logistics: issues and challenges. Eur J Oper Res 156(1):110–126

Nambisan S (2001) Why service businesses are not product businesses. Sloan Manag Rev 42(4):72–79MathSciNet

Nambisan S (2002) Complementary product integration by high-technology new ventures: the role of initial technology strategy. Manage Sci 48(3):382–398MathSciNet

Nayyar PR (1993) Stock-Market reactions to related diversification moves by service firms seeking benefits from information asymmetry and economies of scope. Strateg Manage J 14:569–591

Neely A (2008) Exploring the financial consequences of the servitization of manufacturing. Oper Manage Res 1(2):103–118

Neely A (2013) Why servitize: alternative rationales. http://andyneely.blogspot.com.au/search?updated-min=2013-01-01T00:00:00-08:00&updated-max=2014-01-01T00:00:00-08:00&max-results=3. Tuesday, 5 March 2013

Ng ICL, Guo L, Scott J, Yip N (2008) Towards a benefit-based framework for understanding B2B services and its impact on contract and capability. In: Proceedings of the 10th international research seminar in services management. La Londe, France, 27–30 May 2008

Ng ICL, Maull RS, Smith L (2011a) Embedding the new discipline of service science. In: Demirkan H, Spohrer J, Krishna V (eds) Service science: research and innovations (SSRI) in the service economy book series. Springer

Novak S, Stern S (2009) Complementarity among vertical integration decisions: evidence from automobile product development. Manage Sci 55(2):311–332

Ojanen V, Kolehmainen J, Ahonen T, Tuominen M (2010) Developing collaborative relationship between industrial service providers and their client: the case of industrial maintenance management. In: Proceedings of PICMET’10 conference. Phuket, Thailand, pp 996–1004. 18–22 July

Oliva R, Kallenberg R (2003) Managing the transition from products to services. Int J Serv Ind Manag 14(2):160–172

Osterwalder A (2004) The business model ontology—a proposition in a design science approach. Ph.D. thesis. University of Lausanne, Switzerland

Panzar JC, Willig RD (1981) Economies of Scope. Am Econ Rev 71:268–272

Patankar JG, Mitra A (1995) Effects of warranty execution on warranty reserve costs. Manage Sci 41(3):395–400

Penttinen E, Palmer J (2007) Improving firm positioning through enhanced offerings and buyer-seller relationships. Ind Mark Manage 36(5):552–564

Phillips F, Ochs L, Schrock M (1999) The product is dead—long live the product-service! Res Technol Manage 42(4):51–56

Pires CP, Sarkar S, Carvalho L (2008) Innovation in services—how different from manufacturing? Serv Ind J 28(10):1339–1356

Porter ME, Ketels CHM (2003) UK competitiveness: moving to the next stage. DTI economic paper no 3. Institute of strategy and competitiveness. Harvard Business School

Powar KS, Beltagui A, Riedel JCKH (2009) The PSO triangle: designing product, service and organisation to create value. Int J Oper Prod Manage 29(5):468–493

Quin JB, Gagnon CE (1986) Will services follow manufacturing into decline? Harvard Bus Rev 65:95–103

Raja JZ, Green SD, Leiringer R (2010) Concurrent and disconnected change programmes: strategies in support of servitization and the implementation of business partnering. Hum Resour Manage J 20(3):258–276

Reichheld FF, Sasser EW (1990) Zero defections: quality comes to service. Harvard Bus Rev 68(5):56–69

Reichheld FF (1996) The loyalty effect: the hidden force behind growth profits and lasting value. Harvard Business School Press, Boston

Reinartz W, Ulaga W (2008) How to sell services more profitably. Harvard Bus Rev 86(5):90–97

Ren G (2009) Service business development in manufacturing companies: classification, characteristics and implications. Ph.D. dissertation. University of Cambridge

Roos G, Roos J (1997) Measuring your company’s intellectual performance. Long Range Plan 30(3):413–426

Roos G (2005) Intellectual capital and strategy: a primer for today’s manager. Handbook Bus Strateg 6(1):123–132

Roos G (2012) Manufacturing into the future, Adelaide Thinker in Residence 2010−2011, Adelaide Thinkers in Residence, Government of South Australia, Adelaide, Australia

Roos G (2013) The role of intellectual capital in business model innovation: an empirical study chapter 6, pp 76–121. In: Ordoñez de Pablos P, Tennyson RD, Zhao J (eds) Intellectual capital strategy management for knowledge-based organizations. IGI Global, Hershey, PA

Roos G, O’Connor A (2014) The Contribution of intellectual capital to servitization of manufacturing firms: An empirical study. In: Proceedings of the 11th international conference on intellectual capital, knowledge management and organisational learning: ICICKM2014, p 328

Roos G, Pike S, Fernström L (2005) Managing intellectual capital in practice. Butterworth-Heinemann. an imprint of Elsevier, New York

Rothenberg S (2007) Sustainability through servicizing. MIT Sloan Manage Rev 48(2):82–91

Rust R (2004) If everything is service, why is this happening now, and what difference does it make? in invited commentaries on ‘evolving to a new dominant logic for marketing. J Marke 68:23–24

Salkari I, Salminen V, Pylkkänen J (2007) BestServ: managing service business winning best practices and success stories. The Federation of Finnish Technology Industries, Helsinki

Salonen A (2011) Service transition strategies of industrial manufacturers. Ind Mark Manage 40(5):683–690

Santamaría L, Nieto JM, Miles I (2012) Service innovation in manufacturing firms: evidence from Spain. Technovation 32(2):144–155

Sawhney M (2006) Going beyond the product: defining, designing, and delivering customer solutions. In: Lusch RF, Vargo SL (eds) The service-dominant logic of marketing: dialog, debate, and directions. M.E.Sharpe. Armonk, New York, pp 365–380

Sawhney M, Balasubramanian S, Krishnan VV (2004) Creating growth with services. MIT Sloan Manage Rev 34(4):34–43

Schmenner RW (2009) Manufacturing, service, and their integration: some history and theory. Int J Oper Prod Manage 29(5):431–443

Shih S (1992) Empowering technology—making your life easier

Siggelkow N (2002) Misperceiving interactions among complements and substitutes: organizational consequences. Manage Sci 48:900–916

Slack N (2005a) Patterns of ‘servitization’: beyond products and services, institute for manufacturing. Cambridge University, London

Slack N (2005b) Operations strategy: will it ever realise its potential. Gestao Producao 12(3):323–332

Slepniov D, Waehrens BV, Johansen J (2010a) Servitization in danish manufacturing firms: a strategy for survival? paper for the research theme: global network analysis, design and transformation: how are enterprises adapting to meet new challenges? In: 15th Cambridge international manufacturing symposium. Cambridge, UK, 23–24 September 2010

Slepniov D, Waehrens BV, Johansen J (2010b) Servitization as a strategy for survival: an investigation of the process in Danish manufacturing firms. In: Paper in 15th cambridge international manufacturing symposium. 23–24 September

Smith LA, Ng ICL (2012) Service systems for value co-creation. WMG service systems research group. Warwick University, Working Paper Series Number: 01/12

Spring M, Araújo L (2009) Service, services and products: rethinking operations strategy. Int J Oper Prod Manage 29(5):444–467

Steenkamp J-BEM, Nijs V, Hanssens DM, Dekimpe MG (2005) Competitive reactions and advertising and promotion shocks. Mark Sci 24:35–54

Storbacka K (2011) A solution business model: Capabilities and management practices for integrated solutions. Ind Mark Manage 40(5):699–711

Sundbo J (2008) Customer-based innovation of knowledge e-services: the importance of after-innovation. Int J Serv Technol Manage 9(3):218–233

Swedish National Board of Trade (2010) At your service: the importance of services for manufacturing companies and possible trade policy implications report. Kommerskollegium (National Board of Trade) 2010:2

Tanriverdi H, Lee CH (2008) Within-industry diversification and firm performance in the presence of network externalities: evidence from the software industry. Acad Manag J 51:381–397

Tanriverdi H, Venkatraman N (2005) Knowledge relatedness and the performance of multibusiness firms. Strateg Manage J 26:97–119

Teece DJ (1980) Economies of scope and the scope of the enterprise. J Econ Behav Organ 1:223–247

Teece DJ (1982) Towards an economic-theory of the multiproduct firm. J Econ Behav Organ 3:39–63

Tether B, Bascavusoglu-Moreau E (2011) Servitization-the extent of and motivation for service provision amongst UK based manufacturers. AIM research working paper series

Tether B, Bascavusoglu-Moreau E (2012) A different path to growth?: service innovation and performance amongst UK manufacturers. Working paper no 433. Centre for Business Reasearch, University of Cambridge

Tukker A (2004) Eight types of product service system; eight ways to sustainability? experiences from SUSPRONET. Bus Strategy Environ 13:246–260

Tuli KR, Kohli AK, Bharadwaj SG (2007) Rethinking customer solutions: from product bundles to relational processes. J Mark 71(7):1–17

Turunen T (2011) Users as a development driver in manufacturing: the case of reverse servitization. In: Sundbo J, Toivonen M (eds) User-based innovation in services. Edvard Elgar. Cheltenham, pp 177–199

United Nations (2010) Policy options for promoting innovation in the services sector. Economic and Social Council. Economic Commission for Europe. Committee on Economic Cooperation and Integration. ECE/CECI/2010/5

Vandermerwe S, Rada J (1988) Servitization of business: adding value by adding service. Eur Manage J 6(4):314–324

Vargo SL, Lusch RF (2004) Evolving to a new dominant logic for marketing. J Mark 68:1–17

Vargo SL (2009) Doing research in service: a research meeting on the service-dominant logic. Advanced Institute for Management (AIM) Research workshop, London, 19 March 2009. http://www.aimresearch.org

Veugelers R (ed) (2013) Manufacturing europe’s future. Bruegel Blueprint Ser vol 21. Bruegel, Brussels. Belgium

Viitamo E (2013) Servitization as a productive strategy of a firm—evidence from the forest-based industries. ETLA report no 14

Visnjic I, Van Looy B (2011) Can a product manufacturer become a successful service provider? In Pursuit of a business model that fosters complementarity between product and service activities perspectives. Academy of Management Conference, San Antonio

Visnjic I, Neely A, Wiengarten F (2012) Another performance paradox?: A refined view on the performance impact of servitization. A refined view on the performance impact of servitization. ESADE Business School Research Paper 231

Walsworth S, Verma A (2007) Globalization, human resources practices, and innovation: recent evidence from the Canadian workplace and employee survey. Ind Relat 46(2):222–240

Ward Y, Graves A (2005) Through-life management: the provision of integrated customer solutions by aerospace manufacturers. Bath University, London (internal publication)

Warren A, Susman GI (2004) Review of innovation practices in small manufacturing companies for NIST. The Pennsylvania State University Smeal College of Business

Weber C (2004) Modelling of product-service systems (PSS) based on the PDD approach. In: Paper presented at the international design conference—design. Dubrovnik, 18–21 May 2004

Williamson OE (1975) Markets and hiararchies, analysis and antitrust implications: a study in the economics of internal organization. Free Press, New York

Windahl C, Andersson P, Berggren C, Nehler C (2004) Manufacturing firms and integrated solutions: characteristics and implications. Eur J Innov Manage 7(3):218–228

Wise R, Baumgartner P (1999) Go downstream: the new profit imperative in manufacturing. Harvard Bus Rev 77(5):133–141

Witel L, Löfberg N, Gustafsson A, Edvardsson B (2009) Tjänster i fordonsindustrin Forskningsrapport. CTF – Centrum för tjänsteforskning. Karlstads universitet

Zolkiewski J, Burton J, Raddats C, Story V (2012) The role of relationships in services-led growth: a manufacturer’s perspective. In: Paper presented at the 28th IMP conference. Rome, 13–15 Sept

Titel: Servitization as Innovation in Manufacturing—A Review of the Literature
verfasst von: Göran Roos
Verlag: Springer London
Buch: The Handbook of Service Innovation
Print ISBN: 978-1-4471-6589-7

Electronic ISBN: 978-1-4471-6590-3

Copyright-Jahr: 2015
DOI: https://doi.org/10.1007/978-1-4471-6590-3_19

Springer Professional

Abstract

Bitte loggen Sie sich ein, um Zugang zu Ihrer Lizenz zu erhalten.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Wirtschaft"

Premium Partner