Erschienen in:

2021 | OriginalPaper | Buchkapitel

Network Structures in Service Provision

verfasst von : Melanie E. Kreye

Erschienen in: The Palgrave Handbook of Servitization

Verlag: Springer International Publishing

Einloggen

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

search-config

KI-gestützte Suche

Aus

Abstract

Dieses Kapitel vertieft sich in die komplexen Netzwerkstrukturen der Dienstleistungserbringung und verfolgt ihre Entwicklung von Dienstleistungsdyaden zu Triaden und Netzwerken. Zunächst konzentriert sich der Text auf Service-Dyaden und untersucht die komplexen Beziehungen zwischen Anbietern und Kunden, wobei die Notwendigkeit operativer Flexibilität und Kundenorientierung betont wird. Anschließend werden Service-Triaden untersucht, bei denen ein Lieferant Dienstleistungen direkt an den Kunden des Käufers liefert, was zusätzliche organisatorische und operative Herausforderungen mit sich bringt. Schließlich werden in diesem Kapitel Dienstleistungsnetzwerke diskutiert, Konstellationen, in denen mehrere Geschäftsakteure zusammenarbeiten, um integrierte Dienstleistungen bereitzustellen, wobei die Vorteile kundenzentrierter Lösungen und die Herausforderungen der Netzwerkkomplexität hervorgehoben werden. Während des gesamten Kapitels werden die Leistungsfaktoren und Dynamiken, die für jede Struktur einzigartig sind, kritisch bewertet, was wertvolle Erkenntnisse für Fachleute bietet, die in der Servicelandschaft navigieren.

KI-Generiert

Diese Zusammenfassung des Fachinhalts wurde mit Hilfe von KI generiert.

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 Service Integration: Supply Chain Integration in Servitization

Nächstes Kapitel Organizational Structures in Servitization: Should Product and Service Businesses Be Separated or Integrated?

Baines, T. S., Lightfoot, H. W., Evans, S., Neely, A., Greenough, R., Peppard, J., Roy, R., Shehab, E., Braganza, A., Tiwari, A. and Alcock, J.R., Angus, J. P., Bastl, M., Cousens, A., Irving, P., Johnson, M., Kingston, J., Lockett, H., Martinez, V., Michele, P., Tranfield, D., Walton, I. M., & Wilson, H. (2007). State-of-the-art in Product-Service Systems. Proceedings of the Institution of Mechanical Engineers—Part B—Journal for Engineering Manufacture, 221, 1543–1552. https://doi.org/10.1243/09544054jem858.

Breidbach, C. F., Kolb, D. G., & Srinivasan, A. (2013). Connectivity in service systems: Does technology-enablement impact the ability of a service system to co-create value? Journal of Service Research, 16(3), 428–441. https://doi.org/10.1177/1094670512470869.CrossRef

Caldwell, N., & Howard, M. (2014). Contracting for complex performance in markets of few buyers and sellers. International Journal of Operations & Production Management, 34(2), 270–294. https://doi.org/10.1108/IJOPM-10-2013-0444.CrossRef

Elango, B., & Wieland, J. R. (2015). Impact of country effects on the performance of service firms. Journal of Service Management, 26(4), 588–607. https://doi.org/10.1108/JOSM-02-2015-0056.CrossRef

Fang, E. (Er), Palmatier, R. W., & Steenkamp, J.-B. E. M. (2008). Effect of service transition strategies on firm value. Journal of Marketing, 72(5), 1–14. https://doi.org/10.1509/jmkg.72.5.1.

Finne, M., & Holmström, J. (2013). A manufacturer moving upstream: Triadic collaboration for service delivery. Supply Chain Management: An International Journal, 18(1), 21–33.CrossRef

Gebauer, H., Paiola, M., & Saccani, N. (2013). Characterizing service networks for moving from products to solutions. Industrial Marketing Management, 42(1), 31–46. https://doi.org/10.1016/j.indmarman.2012.11.002.CrossRef

Grönroos, C. (2011). A service perspective on business relationships: The value creation, interaction and marketing interface. Industrial Marketing Management, 40(2), 240–247. https://doi.org/10.1016/j.indmarman.2010.06.036.CrossRef

Jaakkola, E., & Hakanen, T. (2013). Value co-creation in solution networks. Industrial Marketing Management, 42(1), 47–58. https://doi.org/10.1016/j.indmarman.2012.11.005.CrossRef

Karatzas, A., Johnson, M., & Bastl, M. (2016). Relationship determinants of performance in service triads: A configurational approach. Journal of Supply Chain Management, 52(3), 28–47. https://doi.org/10.1111/jscm.12109.CrossRef

Kreye, M. E. (2016). Employee motivation in Product-Service-System providers. Production Planning & Control, 27(15), 1249–1259. https://doi.org/10.1080/09537287.2016.1206219.CrossRef

Kreye, M. E. (2017a). Can you put too much on your plate? Uncertainty exposure in servitized triads. International Journal of Operations & Production Management, 37(12), 1722–1740. https://doi.org/10.1108/IJOPM-06-2016-0357.CrossRef

Kreye, M. E. (2017b). Relational uncertainty in service dyads. International Journal of Operations & Production Management, 37(3), 363–381.CrossRef

Kreye, M. E., Newnes, L. B., & Goh, Y. M. (2014). Uncertainty in competitive bidding—A framework for product—Service systems. Production Planning & Control, 25(6), 462–477. https://doi.org/10.1080/09537287.2012.705354.CrossRef

Kreye, M. E., & Perunovic, Z. (2020a, April). Performance in publicly funded innovation networks (PFINs): The role of inter-organisational relationships. Industrial Marketing Management, 86, 201–211. https://doi.org/10.1016/j.indmarman.2019.11.018.CrossRef

Kreye, M. E., & Perunovic, Z. (2020b). You don’t forget where you come from: Linking formation and operations in publicly funded innovation networks. Production Planning & Control, 31(10), 816–828. https://doi.org/10.1080/09537287.2019.1693066.CrossRef

Kreye, M. E., Roehrich, J. K., & Lewis, M. A. (2015). Servitising manufacturers: The impact of service complexity and contractual and relational capabilities. Production Planning & Control, 26(14), 1233–1246. https://doi.org/10.1080/09537287.2015.1033489.CrossRef

Kreye, M. E., & Van Donk, D. P. (2021). Exploring servitization in the Business-to-Consumer context. International Journal of Operations & Production Management.

Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., Wünderlich, N. V., & De Keyser, A. (2017). “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers. Journal of Business Research, 79, 238–246. https://doi.org/10.1016/j.jbusres.2017.03.008.

Li, M. E. I., & Choi, T. Y. (2009). Triads in services outsourcing: Bridge, bridge decay and bridge transfer. Journal of Supply Chain Management, 45(3), 27–39. https://doi.org/10.1111/j.1745-493X.2009.03169.x.CrossRef

Löfberg, N., Witell, L., & Gustafsson, A. (2015). Service manoeuvres to overcome challenges of servitisation in a value network. Production Planning & Control, 26(14), 1188–1197. https://doi.org/10.1080/09537287.2015.1033491.CrossRef

Ndubisi, N. O., Capel, C. M., & Ndubisi, G. C. (2015). Innovation strategy and performance of international technology services ventures: The moderating effect of structural autonomy. Journal of Service Management, 26(4), 548–564. https://doi.org/10.1108/JOSM-04-2015-0118.CrossRef

Oliva, R., Gebauer, H., & Brann, J. M. (2012). Separate or integrate? Assessing the impact of separation between product and service business on service performance in product manufacturing firms. Journal of Business-to-Business Marketing, 19(4), 309–334. https://doi.org/10.1080/1051712X.2012.647797.CrossRef

Rabetino, R., Kohtamäki, M., & Gebauer, H. (2017). Strategy map of servitization. International Journal of Production Economics, 192, 144–156. https://doi.org/10.1016/j.ijpe.2016.11.004.CrossRef

Raddats, C., Kowalkowski, C., Benedettini, O., Burton, J., & Gebauer, H. (2019, April). Servitization: A contemporary thematic review of four major research streams. Industrial Marketing Management, 83, 207–223. https://doi.org/10.1016/j.indmarman.2019.03.015.CrossRef

Ramirez Hernandez, T., & Kreye, M. E. (2021). Uncertainty profiles in engineering-service development: Exploring supplier co-creation. Journal of Service Management, forthcoming.

Sampson, S. E. (2012). Visualizing service operations. Journal of Service Research, 15(2), 182–198. https://doi.org/10.1177/1094670511435541.CrossRef

Sampson, S. E., & Froehle, C. M. (2006). Foundations and implications of a proposed unified services theory. Production & Operations Management, 15(2), 329–343. http://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=22404199&site=ehost-live.

Sampson, S. E., & Spring, M. (2012). Customer roles in service supply chains and opportunities for innovation. Journal of Supply Chain Management, 48(4), 30–50. https://doi.org/10.1111/j.1745-493X.2012.03282.x.CrossRef

Selviaridis, K. (2016). Contract functions in service exchange governance: Evidence from logistics outsourcing. Production Planning and Control, 27(16), 1373–1388. https://doi.org/10.1080/09537287.2016.1224397.CrossRef

Spring, M., & Araujo, L. (2013). Beyond the service factory: Service innovation in manufacturing supply networks. Industrial Marketing Management, 42(1), 59–70. https://doi.org/10.1016/j.indmarman.2012.11.006.CrossRef

Tax, S. S., McCutcheon, D., & Wilkinson, I. F. (2013). The Service Delivery Network (SDN): A customer-centric perspective of the customer journey. Journal of Service Research, 16(4), 454–470. https://doi.org/10.1177/1094670513481108.CrossRef

Ulaga, W. (2003). Capturing value creation in business relationships: A customer perspective. Industrial Marketing Management, 32(8), 677–693. https://doi.org/10.1016/j.indmarman.2003.06.008.

Vandermerwe, S., & Rada, J. (1988). Servitization of business: Adding value by adding services. European Management Journal, 6(4), 314–324.CrossRef

Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1–10.CrossRef

Windahl, C., & Lakemond, N. (2006). Developing integrated solutions: The importance of relationships within the network. Industrial Marketing Management, 35(7), 806–818. https://doi.org/10.1016/j.indmarman.2006.05.010.

Wise, R., & Baumgartner, P. (1999). Go downstream: The new profit imperative in manufacturing. Harvard Business Review, 77(5), 133–141.

Wynstra, F., Spring, M., & Schoenherr, T. (2015). Service triads: A research agenda for buyer–supplier–customer triads in business services. Journal of Operations Management, 35, 1–20. https://doi.org/10.1016/j.jom.2014.10.002.

Zhang, W., & Banerji, S. (2017, June). Challenges of servitization: A systematic literature review. Industrial Marketing Management, 65, 217–227. https://doi.org/10.1016/j.indmarman.2017.06.003.CrossRef

Titel: Network Structures in Service Provision
verfasst von: Melanie E. Kreye
Verlag: Springer International Publishing
Buch: The Palgrave Handbook of Servitization
Print ISBN: 978-3-030-75770-0

Electronic ISBN: 978-3-030-75771-7

Copyright-Jahr: 2021
DOI: https://doi.org/10.1007/978-3-030-75771-7_31