Barriers to smart services for manufacturing companies – an exploratory study in the capital goods industry
Journal of Business & Industrial Marketing
ISSN: 0885-8624
Article publication date: 12 September 2018
Issue publication date: 4 October 2018
Abstract
Purpose
The purpose of this paper is to identify and investigate non-technical barriers for smart services in the capital goods industry.
Design/methodology/approach
A multiple methodology approach is adopted. First, qualitative workshops and interviews were conducted with 14 experts from five companies. The findings generated subsequently provided a basis for a large-scale quantitative survey of manufacturing company service representatives in the capital goods industry, the data from which were analyzed using explorative factor analysis.
Findings
In total, 25 items that represent barriers to smart service businesses were identified, using qualitative research. Large-scale quantitative research revealed 24 items structured into four factors. Additionally, the respondents’ assessment of the individual barriers’ impact on their smart service businesses is presented.
Research limitations/implications
The study focuses on manufacturing companies in the capital goods industry, mainly, in the European countries. Caution should be exercised in seeking to generalize the results to other industries. The findings should be confirmed with subsequent confirmatory analyses using additional data.
Practical implications
The authors’ findings provide a comprehensive list and classification of barriers, as well as an assessment of their severity, serving as a practical guideline for managers.
Originality/value
This paper explores the barriers to smart services from a provider’s perspective. Its holistic approach and use of large-scale quantitative data qualify it as one of the first studies of this kind.
Keywords
Citation
Klein, M.M., Biehl, S.S. and Friedli, T. (2018), "Barriers to smart services for manufacturing companies – an exploratory study in the capital goods industry", Journal of Business & Industrial Marketing, Vol. 33 No. 6, pp. 846-856. https://doi.org/10.1108/JBIM-10-2015-0204
Publisher
:Emerald Publishing Limited
Copyright © 2018, Emerald Publishing Limited