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To provide a perspective on the nature of service infusion in manufacturing companies based on a case analysis in the context of a maintenance management solution for industrial production equipment.

The paper first discusses how manufacturers becoming service providers is treated in the literature. Next, a qualitative single‐case study is reported, in which a troublesome business concept was surveyed through 35 thematic focus group interviews. The analysis revealed a set of challenges that were compared to arrive at a conclusion, the paradox.

The findings suggest that many challenges stemmed from the manufacturing‐oriented way of doing business. This further indicates that the common implicit view, that manufacturers can shift to service provision steadily, by adding service offerings to their total offering one by one, may actually be hazardous.

The limitations are based on the methodology. First, the case study focuses on only one manufacturing company, and therefore the aim of the paper is not to generalize the findings. On the other hand, the data collected for the case are rich and in‐depth in nature, and the brief reporting can only cover the tip of the iceberg. Yet, even one divergent case yields for questioning the existing beliefs, which is the aim of this study.

The paper provides an original perspective to this topical, but under‐studied, phenomenon of manufacturers increasingly providing service offerings, and brings into daylight the implicit tone of the existing research.

The study examines influence of behavioural economic theories of add-on goods and contingent charges on the regulation of two touchstone markets in the UK. These markets, the payment protection insurance (PPI) market and the market for overdrafts can both be characterised as add-on goods, have displayed excessive levels of profitability and been the focus of continuing and substantial public mis-trust. Despite these similarities, the regulatory treatment of these two markets has been very different. The purpose of this paper is to explore the context of these cases and examine why these differences in regulatory reporting have developed.

The research questions are examined through a detailed review of the regulatory reporting in the UK PPI and overdraft market. This review of over 20 regulatory reports, numerous enforcement actions, associated legal proceedings and related international evidence is employed to determine commonalities and differences in the regulatory actions proposed, motives adopted and success of these regulatory processes.

It is reported the dynamic and fragmented regulatory structure, multiple policy agendas and a successful legal intervention have all influenced how these financial services markets have been regulated and behavioural economic concepts applied. In particular aspects of overdraft markets remain challenging to address as it is still possible to exclude competition within aftermarkets. The regulatory intervention into PPI markets by contrast addressed concerns raised by add-on good theory and amended the form of distribution underlying this market more directly and successfully.

There have been numerous excellent reviews of behavioural economics and finance published on a diversity of topics. Despite such a wide coverage, a relatively under-researched aspect of this literature remains the application of these relatively new theoretical insights within markets and how these have influenced regulatory practice. This review of regulatory reporting addresses this gap in the literature through considering two of the most problematic financial services markets of the last decade in the UK.

The purpose of this paper is to identify several measures that reflect the diffusion of the mobile internet.

The measurements are implemented with a newly developed handset‐based mobile service research platform that provides a novel way to accurately identify trends taking place in mobile service usage. These measures are demonstrated in a case example comparing Finnish early‐adopter smartphone users between 2005 and 2006 (500 and 695 users).

The results indicate that the mobile internet has not yet emerged on a large scale in Finland. On the contrary operators have slightly increased their power, potentially because handset bundling with mobile subscriptions is now allowed in Finland.

The measurement framework can be further utilized in both cross‐sectional and longitudinal study settings in evaluating the emergence of the mobile internet. No other empirical research method provides the accuracy and scope of usage measurements done with the handset‐based research platform. However, the shortcomings of the new method should be realized.

The paper suggests that the mobile internet has not emerged widely, even in early‐adopter user segments.

This paper contributes to the measurement of mobile internet service usage. Mobile internet services are currently emerging in early‐adopter user segments. These services might shake the dynamics of the mobile services industry by introducing different kinds of technical innovation and business logic.

The purpose of this paper is to report the state‐of‐the‐art of servitization by presenting a clinical review of literature currently available on the topic. The paper aims to define the servitization concept, report on its origin, features and drivers and give examples of its adoption along with future research challenges.

In determining the scope of this study, the focus is on articles that are central and relevant to servitization within a wider manufacturing context. The methodology consists of identifying relevant publication databases, searching these using a wide range of key words and phrases associated with servitization, and then fully reviewing each article in turn. The key findings and their implications for research are all described.

Servitization is the innovation of an organisation's capabilities and processes to shift from selling products to selling integrated products and services that deliver value in use. There are a diverse range of servitization examples in the literature. These tend to emphasize the potential to maintain revenue streams and improve profitability.

Servitization does not represent a panacea for manufactures. However, it is a concept of significant potential value, providing routes for companies to move up the value chain and exploit higher value business activities. There is little work to date that can be used to help practitioners.

This paper provides a useful review of servitization and a platform on which to base more in‐depth research into the broader topic of service‐led competitive strategy by drawing on the work from other related research communities.

This paper aims to propose a framework that can be used for analysing services in the automotive industry.

Existing categorisation schemes for services are investigated and evaluated in terms of their applicability to services in the automotive industry.

Services categorisation schemes are grouped under eight service paradigms, expressing the understanding that various authors had about services in different times and contexts.

The remarks are limited to the automotive industry.

The paper suggests services classification schemes, which can be effectively applied to automotive services in order to generate valuable managerial insights.

This paper provides an overview over multiple services categorisation schemes existing in the literature.

The servitization of manufacturing is a diverse and complex field of research interest. The purpose of this paper is to provide an integrative and organising lens for viewing the various contributions to knowledge production from those research communities addressing servitization. To achieve this, the paper aims to set out to address two principal questions, namely where are the knowledge stocks and flows amongst the research communities? And what are generic research concerns being addressed by these communities?

Using an evidenced-based approach, the authors have performed a systematic review of the research literature associated with the servitization of manufacturing. This investigation incorporates a descriptive and thematic analysis of 148 academic and scholarly papers from 103 different lead authors in 68 international peer-reviewed journals.

The work proposes support for the existence of distinct researcher communities, namely services marketing, service management, operations management, product-service systems and service science management and engineering, which are contributing to knowledge production in the servitization of manufacturing. Knowledge stocks within all communities associated with research in the servitization of manufacturing have dramatically increased since the mid-1990s. The trends clearly reveal that the operations community is in receipt of the majority of citations relating to the servitization of manufacturing. In terms of knowledge flows, it is apparent that the more mature communities are drawing on more locally produced knowledge stocks, whereas the emergent communities are drawing on a knowledge base more evenly distributed across all the communities. The results are indicative of varying degrees of interdependency amongst the communities. The generic research concerns being addressed within the communities are associated with the concepts of product-service differentiation, competitive strategy, customer value, customer relationships and product-service configuration.

This research has further developed and articulated the identities of distinct researcher communities actively contributing to knowledge production in the servitization of manufacturing, and to what extent they are pursuing common research agendas. This study provides an improved descriptive and thematic awareness of the resulting body of knowledge, allowing the field of servitization to progress in a more informed and multidisciplinary fashion.

In recent years, “servitization” has been studied extensively; however, as studies of the impact of servitization on firm performance offer mixed results, the conditions under which the relationship between servitization and performance becomes more significant are contested in the literature. These mixed results have led to the term “service paradox.” The paper aims to discuss these issues.

This study investigates servitization in the assembly industry based on a multi-country survey covering 539 industry plants in 22 countries.

The study contributes to the research on servitization by adding a contextual perspective to this relationship, taking into account level of development of the country in which a firm is located. Besides confirming the correlation between the servitization and performance, our study unveils a counter-intuitive result: a medium level of development of the country in which a firm is based corresponds to a stronger relationship between servitization and firm performance, whereas higher levels of development seem to diminish the increase in performance.

This study balances out the focus in servitization on advanced economies and help to unveil its benefits in developing countries. Fostering servitization in developing economies can lead to social impact resulting from job shifts from manufacturing to service and the correlated implications for workers’ training and higher motivation experienced in service-based jobs.

Our study unpacks the “service paradox” and indicates that industry plants in developing countries can still harness the benefits of being first-movers, whereas, in developed countries, servitization may have become an order qualifier rather than a factor of differentiation.

The purpose of this study is to explore four integrative supply chain practices – customer information technology (IT) integration, supplier IT integration, customer collaboration, and supplier collaboration – using a service‐dominant logic (SDL) lens to inform their relationships with procurement capability and ultimately firm performance. The study goes on to examine how firms with high and low procurement capability differ in their use of these practices, thus informing curiosity regarding “best practices”.

Data were collected from 711 firms in 23 countries during the International Manufacturing Strategy Survey (IMSS). Exploratory factor analysis established simple factor structure and construct validity. Stepwise regression was employed to analyze relationships among customer collaboration, supplier collaboration, customer IT integration, supplier IT integration, procurement capability, and firm performance. T‐tests examined differences between the practices employed by firms with high and low procurement capability.

Findings reveal positive relationships among customer collaboration, supplier collaboration, customer IT integration, and procurement capability. Supplier IT integration is not found to be significantly related to procurement capability. Procurement capability is in turn found to be positively associated with firm performance. All four variables emerge as best practices of firm's demonstrating high procurement capability.

This study provides a rare empirical investigation, and rich insights, into SDL for value co‐creation in supply chain management by examining an international sample of manufacturers. This study contributes to the extant understanding of supply chain collaboration and integration by unpacking key practices in the context of a firm's procurement capability. Lastly, “best practices” are provided which should be of great interest for practitioners from around the globe.

This paper aims to empirically explore the evolution of servitization and how platforms affect the transition between the stages of servitization.

The authors conducted an in-depth case study of a Chinese manufacturer (i.e. Haier) using a longitudinal design. Three rounds of data collection were conducted between 2014 and 2020. The authors carried out 50 semi-structured interviews and 11 workshops to collect data from senior and middle managers of Haier and its business partners.

The authors found that Haier’s servitization journey includes three stages (i.e. product-oriented solution, integrated solution and smart connected solutions) that evolve in the target of the services and the digital components of the solutions. Haier has also developed three types of platforms (i.e. service platform, supply chain platform and platform ecosystem) to support the implementation of servitization. The empirical evidence reveals that platforms can address the complexities that emerged when Haier implements the different stages of servitization as well as enable Haier to transition from one stage of servitization to the next.

This study enhances the current understanding of the evolution of servitization and the roles of digital technologies in the transition between the stages of servitization. It also provides empirical evidence regarding how the platform approach enables the development of servitization. By clarifying the interplay between servitization and platforms, this study provides guidelines for managers on how to develop platforms to both advance and benefit from servitization.

This study aims to explore the effects of three competency layers of personality on salesperson effort and performance: self-efficacy, competitiveness and entrepreneurial motivation.

A two-study approach with data from 285 business-to-business (B2B) salespeople in the USA and 342 B2B/business-to-consumer salespeople in Poland is used. This study has also used structural equation modelling with partial least squares, common method assessment and mediation testing.

The findings show that across both studies, entrepreneurial motivation relates directly and positively to effort: salespeople with a greater entrepreneurial motivation exert more effort to perform their sales-related tasks. In addition, competitiveness and self-efficacy are two antecedents of entrepreneurial motivation in a sales context.

This study introduces the concept of entrepreneurial motivation as a goal orientation.