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Resource configurations for services success in manufacturing companies

Chris Raddats (School of Management, University of Liverpool, Liverpool, UK)
Jamie Burton (Manchester Business School, University of Manchester, Manchester, UK)
Rachel Ashman (School of Management, University of Liverpool, Liverpool, UK)

Journal of Service Management

ISSN: 1757-5818

Article publication date: 16 March 2015

Abstract

Purpose

The purpose of this paper is to investigate which resources and capabilities are most important to enable large manufacturers undergoing servitization to develop and deliver successful services.

Design/methodology/approach

A survey of 155 UK-based manufacturers provided the basis for the study. Data analysis was undertaken using confirmatory factor analysis and multiple regression.

Findings

In total, five constructs (“resource configurations”) which enable the development and delivery of successful services and a construct to measure services performance (“Success of Services”) were developed from the literature. A measurement model based on these constructs was empirically tested and verified. Two resource configurations; “Leaders and Services Personnel” and “Services Methods and Tools” were found to make a unique and statistically significant contribution to “Success of Services.”

Research limitations/implications

The study highlights the importance of corporates leaders and service employees in developing and delivering success. Service-specific methods and tools are important for developing compelling customer offerings. The study demonstrates the utility of a resource-based perspective in terms of understanding the factors that enable successful services, but also exposes the limitations of using such broad measures, with common lower order resources underpinning multiple resource configurations. The study was conducted from the manufacturer’s perspective, and future studies could also include the customer’s perspective.

Practical implications

The research identifies important factors in developing a greater service orientation in manufacturing companies.

Originality/value

This is one of the first studies to develop and test a model of services success, generalizable to the population of large manufacturers.

Keywords

Acknowledgements

The authors thank the two anonymous reviewers for their constructive comments during the revision process and Dr Heiko Gebauer (Eawag: Swiss Federal Institute of Aquatic Science and Technology) and Dr Christian Kowalkowski (Hanken School of Economics) for their comments on an earlier version of this paper.

Citation

Raddats, C., Burton, J. and Ashman, R. (2015), "Resource configurations for services success in manufacturing companies", Journal of Service Management, Vol. 26 No. 1, pp. 97-116. https://doi.org/10.1108/JOSM-12-2012-0278

Publisher

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Emerald Group Publishing Limited

Copyright © 2015, Emerald Group Publishing Limited