Innovation of product‐related services

Gebauer, Heiko; Krempl, Regine; Fleisch, Elgar; Friedli, Thomas

doi:10.1108/09604520810885626

Cited by 94 publications

(87 citation statements)

References 49 publications

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“…On this point, the significant impact of R&D on service innovations is a somewhat unexpected but notable result. According to Gebauer et al (2008), innovation in product related services can be integrated into the development process of new products. If, then, R&D is a critical factor to achieve product innovations in manufacturing firms, it should also exert a positive impact on service innovations in these firms.…”

Section: Discussionmentioning

confidence: 99%

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Service innovation in manufacturing firms: Evidence from Spain

2012

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a b s t r a c tThe ways in which manufacturing firms come to offer services to customers servitisation or servicisation are attracting considerable attention. This paper examines an innovation survey of Spanish firms in order to investigate one aspect of this phenomenon: the introduction of new or improved services by manufacturers. Specifically, the paper analyses the determinants of service innovations in manufacturers and determines whether they differ from those of product or process innovations in these same firms. The study finds that almost 20 percent of the firms in the sample have introduced such services in the recent past and that important differences exist between service and product (goods) innovations, with service innovations being particularly related to human resource development and closer links to customers. This suggests that service innovation by manufacturers has much in common with the innovation patterns detected in service sector firms. Intriguing differences across manufacturing sectors are also noted, with the lowest and highest tech sectors reporting more service innovations than the medium tech sectors.

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Section: Discussionmentioning

confidence: 99%

“…In fact, few studies have explored the servitisation process, thus leaving us with little information with which to inform practitioners (Baines et al, 2009). Research in the area would benefit from insights attained from quantitative analyses (Gebauer et al, 2008).…”

Section: Introductionmentioning

confidence: 99%

Service innovation in manufacturing firms: Evidence from Spain

2012

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“…Furthermore, the study is not limited to the development of traditional after-sales services (cf. Gebauer et al, 2008) as it includes also more extensive and process-oriented services and solutions.…”

Section: Selection Of Casesmentioning

confidence: 99%

Development of industrial service offerings: a process framework

Kindström

Kowalkowski

2009

Journal of Service Management

255

253

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Purpose -The purpose of this paper is to propose a service development process that is adapted to manufacturing companies and to discuss its implications for companies with a traditional focus on product development and product sales. Design/Methodology/Approach -The paper looks at new service development (NSD) literature and argues for a rationale to study NSD processes in a manufacturing context. Next, a generic NSD framework for manufacturing companies is presented. Examples are given based on an explorative multiple case study (10 companies) with in-depth interviews and focus groups. The analysis reveals organizational requirements and other critical factors related to each stage of the NSD process. Findings -A four-stage service offering development framework is presented. Critical aspects of NSD in a manufacturing context are highlighted. The importance of considering both NSD and NPD together is also emphasized. Research Limitations/Implications -The limitations are based primarily on methodology; the case studies focused only on the service organizations of the manufacturing companies studied. Practical implications -Managers need to be aware of the inter-relationship that exists between NSD and NPD and on the specificities of service development in companies where an industrial logic dominates. A number of managerial implications are proposed and discussed. Originality/Value -The study emphasizes the importance of latter stages in NSD, something that has not previously been extensively studied or addressed. In addition, to explicitly discuss NSD in a manufacturing context is novel.

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“…The reason why it has been decided to focus also on the customer type is due to the central role the customer has in the service offering of any industry. In fact, it has been stated in several research (see for example Oliva and Kallenberg, 2003;Gebauer et al, 2008) that the offer of services by a manufacturing company requires the adoption of a customer oriented perspective according to which strategic decisions are made starting from the understanding of customer needs and requirements. As a consequence, not only the type of product, but also the type of customer, should drive the development of a service strategy that could strengthen the competitive position.…”

Section: Capital Goods and Durable Consumer Goods: Main Differencesmentioning

confidence: 99%

A Structured Comparison of the Service Offer and the Service Supply Chain of Manufacturers Competing in the Capital Goods and Durable Consumer Goods Industries

Corti

Staudacher

2010

IFIP Advances in Information and Communication Technology

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Abstract. The increasing importance of the service offer for manufacturing companies has lead to the development of different service chains and service package in different industries. The main aim of this paper is to provide a structured comparison of the service offer and configuration in the capital goods and durable consumer goods industries. Even though the paper is mainly of a conceptual nature, the discussion is based on empirical findings collected. Main trends of the service provision within the corresponding supply chains are also highlighted and some guidelines for the service development are introduced.

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Innovation of product‐related services

Cited by 94 publications

References 49 publications

Service innovation in manufacturing firms: Evidence from Spain

Service innovation in manufacturing firms: Evidence from Spain

Development of industrial service offerings: a process framework

A Structured Comparison of the Service Offer and the Service Supply Chain of Manufacturers Competing in the Capital Goods and Durable Consumer Goods Industries

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