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 study…
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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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.
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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 on the…
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.
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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…
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.
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 progression of…
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.
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Jennifer C. Mann and Alison McGlinn Turner
This study aims to explore the stories of two young refugee women, Sue Mar and Amora, and how their adolescent identities, experiences, and beliefs, partially shaped by their…
Abstract
Purpose
This study aims to explore the stories of two young refugee women, Sue Mar and Amora, and how their adolescent identities, experiences, and beliefs, partially shaped by their English teacher, helped pave their paths to higher education.
Design/methodology/approach
This study is guided by the lens of critical literacy as “a way of being and doing” (Vasquez et al., 2019). The authors chose portraiture, a participant-centered methodology, as a response to the historical marginalization of refugees, to bring their voices to the forefront (Lawrence-Lightfoot and Davis, 1997). They draw from interviews conducted with Sue Mar and Amora, document analysis, and an interview with the English teacher.
Findings
In Sue Mar and Amora’s portraits, aspiration and determination are seen as primary factors in their college-going. In addition, Sue Mar and Amora were propelled by their English teacher’s support through the cultivation of a loving relationship, high expectations, and critical pedagogical practices. Their family and community fostered beliefs about the power and potential of education, and other refugees served as important role models.
Research limitations/implications
Researchers should explore refugee students’ experiences accessing higher education.
Practical implications
English educators should connect literature to the lived experiences of their students to show that they value their students’ knowledge and past experiences.
Social implications
Policymakers should consider the role that community colleges play in the lives of refugee students and should support programs including tuition reduction for refugee students.
Originality/value
As only 6% of refugees currently attend college (UNHCR, 2023), it is essential to understand factors that contributed to students’ college-going.
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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 study of…
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.