Internal elements that hinder a better industrial service offering

Abstract

Purpose

This study aims to investigate the internal elements that influence service offering. A better understanding of these elements can improve interaction between organizational structure, corporate culture and human resource management, and can leverage interdepartmental collaboration.

Design/methodology/approach

In total, 12 global manufacturers that sell products and services to the automotive or to the chemical supply chains were investigated on multiple case studies.

Findings

The lack of interdepartmental processes and indicators may induce other departments to not prioritize the demands of the service department, thus lowering the service level. Service professionals who do not combine technical and commercial skills may hinder sales increase (product + service). The isolation of service professionals prevents the dissemination of knowledge among departments, thus reducing manufacturer’s innovativeness.

Research limitations/implications

Further research must focus on how to manage/redesign processes to improve sales and innovativeness; how to hire, qualify and motivate service professionals who possess commercial skills; and how to mitigate the isolation of service professionals.

Originality/value

New interdepartmental processes and indicators can turn on new and better organizational structures, improve the service management and reduce internal conflicts. Service professionals who possess and use only technical skills can hamper the incorporation of the new demands presented by the customers. Isolated professionals may negatively affect the efficacy of the market strategy.

Citation

Pereira, G.M., Rocha, M., Nunes, F.L., Borchardt, M. and Viegas, C.V. (2018), "Internal elements that hinder a better industrial service offering", Journal of Business & Industrial Marketing, Vol. 33 No. 2, pp. 220-227. https://doi.org/10.1108/JBIM-11-2016-0271