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Article
Publication date: 25 February 2021

Néstor F. Ayala, Paolo Gaiardelli, Giuditta Pezzotta, Marie Anne Le Dain and Alejandro G. Frank

The purpose of this study is to analyse the effect of different forms of service supplier involvement on the service business dimensions necessary for servitisation and on…

Abstract

Purpose

The purpose of this study is to analyse the effect of different forms of service supplier involvement on the service business dimensions necessary for servitisation and on the resulting servitisation performance.

Design/methodology/approach

Three different configurations of service supplier involvement are considered in this study: black box (service design and execution driven by the service supplier), grey box (joint service design) and white box (service design driven by the product firm). The study analyses their contribution by means of a cross-sectional quantitative survey with 104 Brazilian and Italian firms using multivariate analysis of variance.

Findings

Companies that adopted the grey box configuration presented the best results in servitisation. White and black box may offer different benefits depending on the service business dimension that the company chooses to emphasise.

Originality/value

The results show which type of service supplier involvement is more effective for servitisation. The empirical data demonstrate that a joint service design (grey box involvement) is the best approach, but the paper discusses limitations for its implementation and alternatives regarding the two other types of service supplier involvement. The findings contribute to the discussion on the role of service suppliers in servitisation and provide empirical evidence to support operations managers in deciding on how to organise their service supply chain when aiming for servitisation.

Details

Journal of Manufacturing Technology Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1741-038X

Keywords

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Article
Publication date: 10 December 2018

Giuditta Pezzotta, Claudio Sassanelli, Fabiana Pirola, Roberto Sala, Monica Rossi, Sophia Fotia, Angelos Koutoupes, Sergio Terzi and Dimitris Mourtzis

Nowadays manufacturers companies are increasingly compelled to navigate towards servitization. Different methods and approaches were proposed in literature to support them…

Abstract

Purpose

Nowadays manufacturers companies are increasingly compelled to navigate towards servitization. Different methods and approaches were proposed in literature to support them to switch from traditional product-based business model to product service systems (PSSs). However, new knowledge, capabilities and skills were needed to consistently develop PSSs, since they need a joint focus on both customer’s perspective and company’s internal performance and at the same time a proper support for the integration of product and service design. The purpose of this paper is to propose the Product Service System Lean Design Methodology (PSSLDM), a structured methodology to develop PSSs along their entire lifecycle.

Design/methodology/approach

Retrieving concepts from interpretative, interactive and system development research traditions, and strongly reminding the design research methodology framework, the adopted research methodology is composed of three main phases (observation and conceptualization, theory building and tool development, validation) and involved three heterogeneous companies.

Findings

This paper provides an overview of the PSSLDM, explaining how the different methods supporting its conduction should contribute to properly design an integrated PSS. Moreover, companies highlighted several benefits in the different stages along the PSS lifecycle deriving by the adoption of the PSSLDM.

Research limitations/implications

The development of a platform based on the PSSLDM methodology raises a discussion on the possible changes needed by current Product Lifecycle Management (PLM) models and systems when they have to do with PSSs.

Originality/value

The PSSLDM enriches the already proposed SErvice Engineering Methodology, introducing new several components linked by lean rules in each of its phases (starting from customer analysis, going through solution concept and detailed design, until the offering analysis) and better supprting the deatil design of both prodcut and service components.

Details

Journal of Manufacturing Technology Management, vol. 29 no. 8
Type: Research Article
ISSN: 1741-038X

Keywords

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Article
Publication date: 19 October 2015

Daniela Andreini, Jari Salo, Robert Wendelin, Giuditta Pezzotta and Paolo Gaiardelli

Productization, defined as the standardization of the production and delivery processes of services, is an approach that many service companies undertake, moving from…

Abstract

Purpose

Productization, defined as the standardization of the production and delivery processes of services, is an approach that many service companies undertake, moving from relationship-intensive customer projects toward selling specific standardized offerings. In contrast to research on servitization, little in-depth research is available on the effects of this change of approach on the buyer-seller relationship. The purpose of this paper is to narrow this gap by providing evidence of the outcomes of productization in a corporate bank which has been serving Tier 1 customers for more than 15 years.

Design/methodology/approach

Using the IMP Group approach, this research identifies how productization affects buyer-seller relationships. In total, 37 key informant interviews were conducted on both sides of the buyer-seller relationship.

Findings

This research identified direct effects of productization relevant to buyer-seller relationships, and as many indirect effects through internal organizational processes. Productized service companies should develop their relationships with customers, by separating the standardization of the internal productization processes from the external relationship-based activities.

Originality/value

This paper contribute to the literature, exploring the long-term consequences of productization of services for the buyer-seller relationships.

Details

IMP Journal, vol. 9 no. 3
Type: Research Article
ISSN: 2059-1403

Keywords

Content available
Article
Publication date: 19 October 2015

Roberta Bocconcelli, Simone Guercini and Håkan Håkansson

Abstract

Details

IMP Journal, vol. 9 no. 3
Type: Research Article
ISSN: 2059-1403

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