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Article
Publication date: 11 October 2011

Howard W. Lightfoot and Heiko Gebauer

Literature is relatively sparse on describing how companies should align their determinants for service innovations with their different types of service strategies. This…

Abstract

Purpose

Literature is relatively sparse on describing how companies should align their determinants for service innovations with their different types of service strategies. This study seeks to explore the alignment between three types of service strategies and determinants for service innovations.

Design/methodology/approach

A qualitative, multi‐case research design on 12 Western European capital goods manufacturers including 24 service innovation projects was employed. The study is based on multiple sources of evidence: internal documentation of service innovation and development projects and, most importantly, interview data and participation in internal innovation workshops. Traditional inductive research methods were used to analyze the case studies.

Findings

These indicate that aligning service strategies with determinants for service innovations is very complex. The configurations of the determinants are associated with the innovation success. Alternative configurations of determinants can create counterproductive effects and can limit the success of service innovation projects as well as implementation of service strategies.

Research limitations/implications

The study is based on interviews and case studies, but the external validity (generalizability) of the alignments could not be assessed accurately. Future research would benefit from insights obtained from quantitative data. The findings supplement existing research on success factors for the service business in manufacturing companies.

Practical implications

The findings imply that managers contemplating a specific service strategy have to consider the service innovation and reframe the determinant for service innovations accordingly. Companies trying to implement an after‐sales service strategy should focus on a narrow range of determinants for service innovations. The resulting configurations guide managers to set up an efficient and effective service innovation management that helps them to implement their service strategy through successful service innovation project.

Originality/value

This empirical study shows that the configuration of determinants for service innovation differs for each service strategy. Whereas, the few similarities in determinants on service innovation are mainly other applications of existing theories on service innovation, the differences modify the existing theories.

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Article
Publication date: 1 January 2014

Tim Baines and Howard W. Lightfoot

– This paper aims to explore practices and technologies successfully servitised manufacturers employ in the delivery of advanced services.

Abstract

Purpose

This paper aims to explore practices and technologies successfully servitised manufacturers employ in the delivery of advanced services.

Design/methodology/approach

A case study methodology is applied across four manufacturing organisations successful in servitization. Through interviews with personnel across host manufacturers, their partners, and key customers, extensive data are collected about service delivery systems. Analyses identify convergence in their practices and technologies.

Findings

Six distinct technologies and practices are revealed: facilities and their location, micro-vertical integration and supplier relationships, information and communication technologies (ICTs), performance measurement and value demonstration, people deployment and their skills, and business processes and customer relationships. These are then combined in an integrative framework that illustrates how operations are configured to successfully deliver advanced services.

Research limitations/implications

The analyses are reductive and rationalising. Future studies could identify other technologies and practices. Case study as a method is inherently limited in the extent to which findings can be generalised.

Practical implications

Awareness and interest in servitization is growing, yet adoption of a servitization strategy requires particular organisational capabilities on the part of the manufacturer. This study identifies technologies and practices that underpin these capabilities.

Originality/value

This paper contributes to the understanding of the servitization process and, in particular, the implications to broader operations of the firm.

Details

International Journal of Operations & Production Management, vol. 34 no. 1
Type: Research Article
ISSN: 0144-3577

Keywords

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Article
Publication date: 4 July 2016

Pankaj U. Zine, Makarand S Kulkarni, Arun K. Ray and Rakesh Chawla

The purpose of this paper is to propose a conceptual framework for product service system (PSS) design for machine tools and discuss the PSS implementation issues focusing…

Abstract

Purpose

The purpose of this paper is to propose a conceptual framework for product service system (PSS) design for machine tools and discuss the PSS implementation issues focusing on the Indian machine tool business sector.

Design/methodology/approach

The paper opted for an exploratory survey conducted in the Indian machine tool sector including 39 in-depth interviews with employees of different organizations representing middle and senior management having decision-making authority. It also involves proposing a framework to address the stakeholder’s requirements for services that offers foundation for PSS designers.

Findings

The paper helps get an insights about key issues for PSS implementation by the Indian machine tool sector. The hybrid PSS model proposed in the paper can address the stakeholder’s requirements for flexibility in business models through different business phases.

Practical implications

The paper offers suggestions for the development of PSS for machine tools for designers and identify issues to be considered particularly in Indian machine tools business context.

Originality/value

This paper provides an insight to judge the feasibility of PSS concept for machine tools in Indian context and offers framework for PSS designers.

Details

Benchmarking: An International Journal, vol. 23 no. 5
Type: Research Article
ISSN: 1463-5771

Keywords

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Book part
Publication date: 4 February 2019

Abstract

Details

Strategies for Fostering Inclusive Classrooms in Higher Education: International Perspectives on Equity and Inclusion
Type: Book
ISBN: 978-1-78756-061-1

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Book part
Publication date: 17 February 2020

Simon Grima and Eleftherios I. Thalassinos

Abstract

Details

Financial Derivatives: A Blessing or a Curse?
Type: Book
ISBN: 978-1-78973-245-0

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Book part
Publication date: 1 June 2011

Christine Johnson McPhail

At the beginning of each academic term, thousands of students respond to community colleges' open-door invitation with the expectation of fulfilling their dreams of a…

Abstract

At the beginning of each academic term, thousands of students respond to community colleges' open-door invitation with the expectation of fulfilling their dreams of a higher education. When students walk through those doors, they are routinely asked to take basic skills tests in math, reading, and writing (Bailey, Jeong, & Cho, 2008). These new community college students soon discover that the results of these assessment tests will direct their pathway into college-level courses or developmental or remedial courses. According to Bailey, Jeong, and Cho, about 60 percent of incoming students are referred to at least one developmental course, and many are referred to multiple levels of developmental education before they can be considered ready for college. McCabe (2000) reported that 20 percent of African-American students enrolled in community colleges have seriously deficient skills, that is, they are placed in developmental reading, writing, and math and assigned to a lower level remedial course in at least one area. Only 5 percent of Caucasian students, however, come to community colleges with seriously deficient skills.

Details

Support Systems and Services for Diverse Populations: Considering the Intersection of Race, Gender, and the Needs of Black Female Undergraduates
Type: Book
ISBN: 978-0-85724-943-2

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Article
Publication date: 3 May 2021

Mark Johnson, Jens K. Roehrich, Mehmet Chakkol and Andrew Davies

This research bridges disparate research on servitization, namely product–service systems (PSS) and integrated solutions (IS), to provide valuable insights for the…

Abstract

Purpose

This research bridges disparate research on servitization, namely product–service systems (PSS) and integrated solutions (IS), to provide valuable insights for the progression of the field. It acts as a reconciliation of these research streams and offers a reconceptualised agenda incorporating recent research on platforms, ecosystems, modularity, risk and governance as key conceptual themes to synthesise and build theory.

Design/methodology/approach

This is a conceptual, theory development article focused on advancing thinking on servitization by identifying systematic and theoretically informed research themes. It also proposes future research opportunities to advance theoretical contributions and practical implications for servitization research.

Findings

By reviewing and synthesising extant PSS and IS research, this article identified five core themes – namely modularity, platforms, ecosystems, risks and governance. The importance of these five themes and their linkages to PSS and IS are examined and a theoretical framework with a future research agenda to advance servitization is proposed.

Originality/value

This paper considers the similarities and differences between PSS and IS in order to develop a theory and to reconcile formerly disparate research efforts by establishing linkages between core themes and identifying valuable synergies for scholars. The importance of the core themes and current gaps within and across these themes are shown, and a mid-range theory for servitization is positioned to bridge the servitization-related PSS and IS communities.

Details

International Journal of Operations & Production Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0144-3577

Keywords

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Article
Publication date: 29 April 2013

Tim Baines, Howard Lightfoot, Palie Smart and Sarah Fletcher

This “research note” sets out to fuel the debate around the practices and technologies within operations that are critical to success with servitization. It presents a…

Abstract

Purpose

This “research note” sets out to fuel the debate around the practices and technologies within operations that are critical to success with servitization. It presents a study of four companies which are delivering advanced services and reports on the organisation and skill-sets of people within these.

Design/methodology/approach

This has been case-based research at four manufacturers leading in their delivery of services.

Findings

It describes the desirable behaviour of people in the front-line of service delivery, identifies the supporting skill-sets, how these people are organised, and explains why all these factors are so important.

Originality/value

This paper contributes to the understanding of the servitization process and, in particular, the implications to broader operations of the firm.

Details

Journal of Manufacturing Technology Management, vol. 24 no. 4
Type: Research Article
ISSN: 1741-038X

Keywords

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Article
Publication date: 11 November 2013

Howard Lightfoot, Tim Baines and Palie Smart

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…

Abstract

Purpose

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?

Design/methodology/approach

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.

Findings

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.

Originality/value

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.

Details

International Journal of Operations & Production Management, vol. 33 no. 11/12
Type: Research Article
ISSN: 0144-3577

Keywords

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Article
Publication date: 24 April 2009

Tim Baines, Howard Lightfoot, Joe Peppard, Mark Johnson, Ashutosh Tiwari, Essam Shehab and Morgan Swink

This paper aims to present a framework that will help manufacturing firms to configure their internal production and support operations to enable effective and efficient…

Abstract

Purpose

This paper aims to present a framework that will help manufacturing firms to configure their internal production and support operations to enable effective and efficient delivery of products and their closely associated services.

Design/methodology/approach

First, the key definitions and literature sources directly associated with servitization of manufacturing are established. Then, a theoretical framework that categorises the key characteristics of a manufacturer's operations strategy is developed and this is populated using both evidence from the extant literature and empirical data.

Findings

The framework captures a set of operations principles, structures and processes that can guide a manufacturer in the delivery of product‐centric servitized offering. These are illustrated and contrasted against operations that deliver purely product (production operations) and those which deliver purely services (services operations).

Research limitations/implications

The work is based on a review of the literature supported by data collected from an exploratory case study. Whilst it provides an essential platform, further research will be needed to validate the framework.

Originality/value

The principal contribution of this paper is a framework that captures the key characteristics of operations for product‐centric servitized manufacture.

Details

International Journal of Operations & Production Management, vol. 29 no. 5
Type: Research Article
ISSN: 0144-3577

Keywords

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