Service design visualization tools for supporting servitization in a machine tool manufacturer

Iriarte, Ion; Hoveskog, Maya; Justel, Daniel; Val, Ester; Halila, Fawzi

doi:10.1016/j.indmarman.2018.01.003

Cited by 22 publications

(26 citation statements)

References 72 publications

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“…PSS requires a human-centred design thinking process that not only generates the value-in-use to the customer through the identification of the latent requirements, but also manages the stakeholders and the technical feasibility (Cheah et al, 2019 ; Santos et al, 2018 ). The approach of HCD, such as service design, plays an important role in the design of service-oriented value propositions by providing a set of methods to improve customer experience and understand emerging social trends (Iriarte et al, 2018 ).…”

Section: Human-centred Design In Industry 40mentioning

confidence: 99%

Human-centred design in industry 4.0: case study review and opportunities for future research

2021

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The transition to industry 4.0 has impacted factories, but it also affects the entire value chain. In this sense, human-centred factors play a core role in transitioning to sustainable manufacturing processes and consumption. The awareness of human roles in Industry 4.0 is increasing, as evidenced by active work in developing methods, exploring influencing factors, and proving the effectiveness of design oriented to humans. However, numerous studies have been brought into existence but then disconnected from other studies. As a consequence, these studies in industry and research alike are not regularly adopted, and the network of studies is seemingly broad and expands without forming a coherent structure. This study is a unique attempt to bridge the gap through the literature characteristics and lessons learnt derived from a collection of case studies regarding human-centred design (HCD) in the context of Industry 4.0. This objective is achieved by a well-rounded systematic literature review whose special unit of analysis is given to the case studies, delivering contributions in three ways: (1) providing an insight into how the literature has evolved through the cross-disciplinary lens; (2) identifying what research themes associated with design methods are emerging in the field; (3) and setting the research agenda in the context of HCD in Industry 4.0, taking into account the lessons learnt, as uncovered by the in-depth review of case studies.

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Section: Human-centred Design In Industry 40mentioning

confidence: 99%

Human-centred design in industry 4.0: case study review and opportunities for future research

2021

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“…Second, manufacturing firms increasingly engage in servitization, i.e., adding services to products, to expand their value proposition and potential revenue streams (Baines, Lightfoot, Benedettini, & Kay, 2009;Rabetino, Harmsen, Kohtamäki, & Sihvonen, 2018). In line with this development, service quality has become a central antecedent of value creation in many types of firms (Cronin Jr, Brady, & Hult, 2000;Iriarte, Hoveskog, Justel, Val, & Halila, 2018). A specific type of firm that has grown extensively in the last decades, both in terms of total turnover and the variety of service offered, is professional service firms (PSFs).…”

Section: Introductionmentioning

confidence: 99%

The cues that matter: Screening for quality signals in the ex ante phase of buying professional services

Pemer

Skjølsvik

2019

Journal of Business Research

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Service quality has become a central driver of competitive advantage and value creation. However, due to information asymmetries, many clients find it difficult to assess the service providers' quality ex ante. Nonetheless, this assessment is important to understand, as it affects service provider selection and, thereby, the service delivery. In this paper, we aim to reduce the opacity of service quality by interviewing 51 clients of professional services. Building on an in-depth analysis and a framework of signaling and screening theory, we develop a taxonomy of the dimensions on which professional service quality builds and of the signals clients use to assess quality in the ex ante phase. We also identify two types of signals, qualifying signals and signals of excellence, and develop a conceptual model of the screening process. We conclude the paper by discussing the theoretical and practical implications of our results.

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“…In this study, we examined how existing business model tools facilitate the process of business model exploration, in settings where companies actively create new business model opportunities. Similarly to Iriarte et al (2018), who argue that additional research is necessary on how managers in practical settings can choose and use tools for service value proposition design, we argue that additional research on the business model tools can be useful to improve the business model innovation process. The results are important for understanding the scope in which existing business model tools can be applied, as we show that existing tools do, to some extent, facilitate business model exploration.…”

Section: Discussionmentioning

confidence: 80%

How do business model tools facilitate business model exploration? Evidence from action research

Athanasopoulou

Reuver

2020

Electron Markets

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Business model tools are commonly used to describe and communicate business model ideas. However, studies do not sufficiently address whether and how business model tools support the early, exploratory phase in which new business models are initiated, conceptualized, assessed and planned. In this exploratory phase, offerings and addressable markets are highly uncertain, which requires extensive idea generation, reframing, comparison and evaluation. This paper examines whether and how business model tools facilitate the process of business model exploration. Through action research, we find three ways in which business model tools can better facilitate the process of exploring, reframing and comparing alternative business models. The paper contributes to business model literature and managerial practice by providing empirical evidence on how tooling facilitates business model exploration.

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Service design visualization tools for supporting servitization in a machine tool manufacturer

Cited by 22 publications

References 72 publications

Human-centred design in industry 4.0: case study review and opportunities for future research

Human-centred design in industry 4.0: case study review and opportunities for future research

The cues that matter: Screening for quality signals in the ex ante phase of buying professional services

How do business model tools facilitate business model exploration? Evidence from action research

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