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Recent decades have witnessed a rise in food charity provided by faith-based and other charitable agencies. Previous research has noted that besides material assistance, these occasions provide a social and communal event for many participants. The purpose of this paper is to examine this notion by exploring how the social organization of breadlines contributes to the social relationships between the food recipients and their experiences of these places as communities, and what qualities these communities eventually develop.

The study is based on ethnographic data from four breadlines in one Finnish city. The study approaches the breadlines as queues, that is, social systems that govern waiting, mutual order and access.

The social organization of queue practices mirrors the users’ experiences of the breadlines as communities with many concurrent faces: as communities of mutual surveillance and as demanding communities that call for skills and resources from the participants, as well as socially significant communities. The findings show how the practices of organizing charitable assistance influence the complex social relationships between charitable giver and recipient, and how the food recipients accommodate themselves to the situations and social roles available on a given occasion.

Analysing breadlines as queues and using qualitative data from the everyday assistance events gives voice to the experiences of food charity recipients and allows a more nuanced picture to be painted of the breadline communities than studies based merely on surveys or interviews.

The purpose of this study is to provide a contextualized understanding of how business-to-business (B2B) firms use the sales development function for efficient and effective lead funnel management.

The authors adopted a qualitative field-study approach and interviewed 13 people from eight firms. While software as a service (SaaS) firms are the most prevalent application context for the sales development function, the authors also included respondents from non-SaaS firms to develop an in-depth understanding of the contextualized nature of the sales development process.

Sales development processes can be applied in outbound prospect-focused, outbound account-based, inbound prospect-focused and inbound account-based lead management contexts. The sales development processes of lead research, engagement and handover vary depending on the nature of the lead management context. These processes are supported by the appropriate design of organizational, technological and people platforms.

The authors explain how sales development as a form of inside sales can support effective lead funnel management in B2B firms through technology-enabled lead research and nurture processes designed to prepare customers for meaningful conversations with field sales.

To the best of the authors’ knowledge, this study is the first to focus purely on the sales development function as a form of inside sales. They explain how the sales development processes relating to lead research, engagement and handover are conducted in four distinct application contexts to qualify leads for the outside salesforce.

The purpose of this paper is to explain why product-centric manufacturers utilize advanced services not as vehicles of transformation, but of reinforcement, to strengthen their established business model logic based on selling products and basic product-related services.

The empirical basis of this study relies on an in-depth case study of a globally operating manufacturer of industrial pumps and related services. The data includes 31 interviews conducted over several years of in-depth collaboration with the studied firm.

Product-centric manufacturers utilize advanced services as engagement platforms to facilitate the external and internal engagement of the actors and the resources controlled by them. Externally, advanced services facilitate access to customer decision makers and insights into their latent needs. Internally, advanced services help the manufacturer to more effectively leverage resources that reside within its different organizational units. Ultimately, in leveraging advanced services as engagement platforms, the manufacturer seeks to boost activities with the greatest immediate impact on its market performance: the sale of products and basic product-related services.

The study explains why managers should invest into development of advanced services even if such services contribute only marginally to the manufacturer’s direct revenues and profits.

This study contributes to development of an alternative explanation of servitization that departs from the current paradigmatic assumptions in the field.

The purpose of this study is to explain how the application of fuzzy-set qualitative comparative analysis (fsQCA) and experiments can advance theory development in the field of servitization by generating better causal explanations.

FsQCA and experiments are established research methods that are suited for developing causal explanations but are rarely utilized by servitization scholars. To support their application, we explain how fsQCA and experiments represent distinct ways of developing causal explanations, provide guidelines for their practical application and highlight potential application areas for a future research agenda in the servitization domain.

FsQCA enables specification of cause–effects relationships that result in equifinal paths to an intended outcome. Experiments have the highest explanatory power and enable the drawing of direct causal conclusions through reliance on an interventionist logic. Together, these methods provide complementary ways of developing and testing theory when the research objective is to understand the causal pathways that lead to observed outcomes.

Applications of fsQCA help to explain to managers why there are numerous causal routes to attaining an intended outcome from servitization. Experiments support managerial decision-making by providing definitive “yes/no” answers to key managerial questions that address clearly specified cause–effect relationships.

The main contribution of this study is to help advance theory development in servitization by encouraging greater methodological plurality in a field that relies primarily on the qualitative case study methodology.

The purpose of this paper is to identify integrated solutions business as the first generation of servitized offerings and modular solution offerings as the second development phase in servitization of original equipment manufacturers. This study examines how the servitized manufacturer, Kone, moves from integrated solutions to modular solutions business and develops the requisite capabilities to design, produce and implement modular solution offerings.

The paper reports a longitudinal case study of a provider of integrated solutions installed in buildings. During the ten years studied, the manufacturer implemented a strategic initiative to modularize its integrated solutions offering.

The firm’s transition to modular solutions progressed through three major capability development phases: solutions based on ad hoc integration, smart solutions based on modular design and through-chain modularity. The modular structure aims at fostering the efficiency of the solution offering and the associated production system.

Leveraging the benefits of modularity calls for an aligned combination of strategic, operational and technical capabilities contributing to the integration of resources in a modular production system for the solution providers’ competitive performance.

The study reports how a solution provider can develop the operational capabilities to integrate the core and peripheral components into the solution, and orchestrate the modular production system.

This study is a rare longitudinal analysis of how a manufacturer builds a modular offering, the solution platform and the required competitive capabilities to provide the solution.

This study sheds light on the uncharted phenomenon of regional management in coordinating services across borders. Based on a multiple case study of four German industrial manufacturing firms with servitization strategies we seek to better understand what kind of organizational challenges servitization poses for the MNC and whether these challenges can be met through regional management models. This chapter initiates a conversation on the available design options for running service operations regionally.

The business-to-business (B2B) marketing literature is heavily focused on the manufacturing sector. However, it is the B2B service sector that shows the highest growth in gross domestic product (GDP). Beyond a vibrant stream of literature on servitization, the B2B literature has neglected drawing on the wider service literature. This paper aims to examine recent streams of service research that have promising implications and research opportunities for B2B marketing.

Together, the author team has decades of research, managerial and executive teaching experience related to B2B marketing and services marketing and management. The observations and reflections in this paper originate from this unique perspective and are supplemented by insights from 16 expert interviews.

The authors identify and discuss in this paper four broad and related themes from the service literature that can stimulate B2B research and practice. First, the authors highlight the implications for capturing value in economies with their rapidly increasing specialization and related growth in B2B services. Specifically, the authors explain where B2B firms should focus on to gain bargaining power in the value chains of the future. Second, an additional strategy to enhance a B2B firm’s power to capture value is servitization, which allows firms to get closer to their customers, increase their switching costs and build strategic partnerships. The authors explore how firms can use service productization to enhance their chances of successful servitization. Third, servitization is expensive, and productivity and scalability are often a challenge in B2B contexts. These issues are tackled in a recent service research stream on cost-effective service excellence (CESE) where the authors derive implications for B2B firms. Fourth and related to CESE, latest developments in intelligent automation offer exciting opportunities for B2B services to be made more scalable.

This paper is based on the unique perspective of the author team and a panel of experts and connects major streams of service research to the B2B literature.

As public authorities and private companies increasingly outsource facilities management services to external suppliers, a new service industry with its own culture and contracting practices is developing. The aim of this paper is to examine how procurement processes and contract models relate to trust and collaboration in interorganizational relationships in FM.

The study is based on interviews with leading Swedish clients, consultants and service providers.

Contract‐related formalization serves purposes of learning and coordination as well as of performance control. Thus, services need different contract design and different management depending on the interaction patterns they entail. Detailed specifications and monitoring may be needed in order to increase mutual understanding, build trust and foster a sustainable industry‐level contracting culture.

The findings refer to the Swedish situation, where the legal role of the formal contract differs from that in common law countries.

Typically, low‐level interaction relations such as technical property services need a focus on fostering trust, while high‐contact soft services call for transparency and distance. Further, detailed specification and formalized monitoring are more important for non‐strategic support services that may otherwise be left unmanaged and receive low attention from client management.

The paper relates general literature on trust and contract to the FM industry, identifies variations in contracting needs depending on the type of service and considers industry‐level development.

The purpose of this paper is to emphasize the importance of groundwater‐surface water interaction when studying, modeling and assessing climate change impacts on river water management.

The investigations were focused on River Vantaa and its tributaries in southern Finland. The main methods used involved aerial infrared photography, thermal profiling of river sediments, water quality measurements, isotopic composition of oxygen and hydrogen δ¹⁸O, δ²H and river water temperature measurements. The authors present the first results of the field measurements targeted to identify the groundwater recharge and discharge zones within the river system.

Groundwater discharge zones were found to have a significant impact on water quality and volume in River Vantaa and its tributaries. In the drainage basin, the aerial infrared photography seemed to be a feasible and cost‐effective method to identify areas of groundwater discharge across the entire river basin. Around 350 groundwater/surface water interaction sites along the 220 km river system could be identified.

The interaction sites identified during the season of low flow rate should be considered as potential risk areas because during flood periods groundwater quality might be at risk due to bank infiltration. This should be considered in river basin management within predicted changing climatic conditions.

This is the first attempt in Finland to map systematically groundwater and river water interactions. The focus of the paper is relevant, because according to the existing climate scenarios, flooding of the main rivers in Finland will be more frequent in future, increasing the probability of groundwater‐surface water interaction.