Kristina Zabala, José Antonio Campos and Lorea Narvaiza
This study aims to investigate the internal elements that help in the introduction of a service logic into a goods-oriented organization by focusing on corporate culture and human…
Abstract
Purpose
This study aims to investigate the internal elements that help in the introduction of a service logic into a goods-oriented organization by focusing on corporate culture and human resource management (HRM) practices.
Design/methodology/approach
The study uses a qualitative single case study research design. Data have been collected through archival data and 14 semi-structured interviews to managers, employees and retailers of a bike manufacturer.
Findings
The research identifies the following three new internal elements affecting the service orientation of corporate culture of a company with a customization strategy: shared vision built up with the participation of the whole organization; rooting the service orientation into the past history; passion and collaborative study deployed through digital tools. Additionally, related to HRM, the research finds another two elements: emotional salary and that a collective way of understanding and sharing the service infusion is needed.
Research limitations/implications
Given that this is a qualitative research based on a single case study the identified key elements of corporate culture and HRM practices cannot be used as a predictive tool. However, the depth of evidence is significant and allows analytical generalizations, which enable us to put forward tentative propositions for future research.
Practical implications
For managers of industrial firms, the identified elements provide an insight on how to smooth the transition from goods-to service-oriented organization. The shift demands the development of an adequate corporate culture and distinctive management of human resources.
Originality/value
Building on previous literature, the research offers the academic community five new soft elements to be studied in the service infusion process and can guide top managers on how to engage the entire organisation in a service-oriented manner.
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Bart Kamp, Kristina Zabala and Arantza Zubiaurre
This paper aims to assess the existence of, or the risk of running into, a smart service paradox for industrial firms and how to overcome it.
Abstract
Purpose
This paper aims to assess the existence of, or the risk of running into, a smart service paradox for industrial firms and how to overcome it.
Design/methodology/approach
A qualitative multiple case study is conducted involving four machine tool builders. The main source of data is formed by semi-structured interviews with service business managers. NVivo software was used to structure the interview harvest.
Findings
The findings reveal that a smart service paradox is a realistic threat for industrial firms, that smart service business development is a supply push affair rather than a matter of demand pull, that two types of permissions need to be granted by prospective users (license to operate and license to charge) and that three intermediate steps need to be undertaken and validated to overcome a smart service paradox: value testing or proofing; value recognition; and value sharing.
Research limitations/implications
This study was vendor-centric and did not involve the industrial customers to whom the smart services were directed. It was based on a small sample, which limits the generalizability of findings to a broader or different (sectoral) context.
Practical implications
Lessons are identified for service managers on how to circumvent a smart service paradox.
Originality/value
This study departs from a value creation-delivery-capture (“business model”) perspective to assess smart service paradox dynamics. By adopting a relational perspective to it, the present paper succeeds in presenting a more granular version of the base business model.
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This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.
Abstract
Purpose
This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.
Design/methodology/approach
This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.
Findings
Providing smart services offers suppliers of advanced industrial products a potential source of additional revenue. However, attaining the business goal of offering mutual value requires such firms to take various measures that help address client skepticism about data security and the benefits that adoption of this support will bring them.
Originality/value
The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.
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Jose L. Ruiz-Alba, Miguel Angel Rodríguez-Molina and Anabela Soares