Managing sustainable service improvements in manufacturing companies

Abstract

Purpose

The paper aims to provide a better understanding of how cognitive processes limit service improvements in typical product manufacturing companies.

Design/methodology/approach

Case studies are the main tool for theory development. All investigated manufacturing companies have been seeking possibilities to enhance their profitability through services, because their products were mainly in the maturity stage with decreasing margins and profitability.

Findings

The objective was to show how companies can overcome the typical “cultural” habits and cognitive processes by offering some guidelines to managers seeking to establish sustainable service improvement programs.

Research limitations/implications

The remarks are limited to product manufacturing firms.

Practical implications

The key managerial implication is a method to overcome cognitive processes, which limit service improvements.

Originality/value

The paper establishes that cognitive processes form several feedback structures that all play a critical role in determining the success of service improvements.

Citation

Gebauer, H. and Fleisch, E. (2007), "Managing sustainable service improvements in manufacturing companies", Kybernetes, Vol. 36 No. 5/6, pp. 583-595. https://doi.org/10.1108/03684920710749686