Elina Jaakkola, Thomas Meiren, Lars Witell, Bo Edvardsson, Adrienne Schäfer, Javier Reynoso, Roberta Sebastiani and Doris Weitlaner
The extant new service development (NSD) literature tends to assume that the key practices for NSD identified in one context apply for all services, and has failed to sufficiently…
Abstract
Purpose
The extant new service development (NSD) literature tends to assume that the key practices for NSD identified in one context apply for all services, and has failed to sufficiently consider differences in NSD between service types. The purpose of this paper is to explore the nature of NSD across different service types.
Design/methodology/approach
An extensive, cross-sectoral survey was conducted in seven countries. Data from 1,333 NSD projects were analyzed to empirically derive a service typology and examine if and how different types of services vary in terms of NSD resources, practices, methods, and results.
Findings
Based on six service characteristics, the study identifies four service types: routine-intensive, technology-intensive, contact-intensive, and knowledge-intensive services. The study also identifies specific NSD resources, practices, methods, and results that are prevalent across the service typology. The evidence indicates that the use of advanced practices and methods differs dramatically between service types.
Practical implications
The paper enables practitioners to expand their current understanding on NSD by providing insights into the variability of NSD across service types. The results suggest that either service-type-specific models or a configurable model for NSD should be developed.
Originality/value
This study provides one of the first empirically derived service typologies for NSD. The study demonstrates that NSD resources, practices, methods, and results differ across service types, thereby challenging the “one size fits all” assumption evident in current NSD research.
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Bo Edvardsson, Thomas Meiren, Adrienne Schäfer and Lars Witell
The aim of this study is to investigate the role of key strategic factors in new service development (NSD). In particular, the role of service development strategy, a formalised…
Abstract
Purpose
The aim of this study is to investigate the role of key strategic factors in new service development (NSD). In particular, the role of service development strategy, a formalised development process, integrated development teams and customer co‐creation were investigated and the results were compared with managers' beliefs.
Design/methodology/approach
The study used a sample of more than 500 service development projects to test a NSD conceptual model. Regression analysis was used to test the relative importance of the key strategic factors, and the results were compared with managers' beliefs.
Findings
The results show that managers believe that customer co‐creation is most important in order to succeed with NSD. However, contrary to management belief, a service development strategy is the “missing link” in improving NSD performance. In addition, the research highlighted an interaction effect between integrated development teams and customer co‐creation, which means that project managers should focus on individual competencies on the development team and how they interact with customers throughout the NSD process.
Originality/value
For a long time, NSD has failed to receive the attention it deserves, not just in practice but also in service research. This study shows that the number of new services put on the market and then withdrawn because of low sales remains as high as 43 per cent. This paper contributes knowledge on how to reduce the number of failures in NSD by pointing out the key strategic factors that influence NSD performance.
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Abdulsatar Abduljabbar Sultan and Hosam Alden Riyadh
This study aims to assess and analyse the phenomenon of digitalization, which is characterized by the regular emergence of new technologies and their continuous potential for…
Abstract
Purpose
This study aims to assess and analyse the phenomenon of digitalization, which is characterized by the regular emergence of new technologies and their continuous potential for development. It focuses on the selection of technologies that can sustainably enhance efficiency or confer competitive advantages for companies, particularly small- and medium-sized enterprises (SMEs).
Design/methodology/approach
This study conducted a survey among 96 SMEs in the manufacturing industry. The survey is based on semi-structured interviews with SME management representatives. The authors then process the collected data by examining the average rate of digital transformation in each block, the mode and the median. The focus was on developments and changes in enterprise digital transformation.
Findings
The process model is a systematic framework for integrating new technologies in businesses, helping identify key technologies for sustainable efficiency and competitive advantage. This paper demonstrates the evolution of digital transformation in different building blocks of the BM Canvas for SMEs in the manufacturing industry. The average digital transformation rate has decreased for the Channels block, whereas other blocks have increased and will continue to grow.
Practical implications
The findings offer practical insights for SMEs looking to adopt digital transformation strategies. By using the technology evaluation canvas (TEC), businesses can make informed decisions about technology investments, ensuring a strategic approach to digitalization that aligns with their operational goals and capabilities.
Originality/value
This study presents an innovative approach to technology evaluation tailored for SMEs, addressing the challenges of limited resources and the need for strategic digitalization. The integration of the TEC into the process model enhances its applicability and value, providing a unique contribution to the field of business model development and digital transformation.
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Janne Harkonen, Arto Tolonen and Harri Haapasalo
The previous literature has indicated that the productisation of services may play a role in service management, although a certain level of obscurity still surrounds the concept…
Abstract
Purpose
The previous literature has indicated that the productisation of services may play a role in service management, although a certain level of obscurity still surrounds the concept. Therefore, the purpose of this paper is to clarify the meaning of service productisation (SP) as well as to contribute to a greater understanding of the concept.
Design/methodology/approach
An inductive analysis was applied to 13 instances of activities related to the productisation of services, with secondary data being analysed to identify practices relevant to SP and to examine their significance. The analysis is guided by an extensive literature review.
Findings
SP has been found to play a role in systematising and tangibilising a service offering and its related processes as well as in formalising the processes and service offerings. The potential elements of SP have been identified and supporting evidence has been provided. The findings indicate that SP has a specific focus on the offering and its related processes, with the aim being to create a service product that can be sold, delivered and invoiced. SP may utilise various practices and techniques, and customer orientation also plays a significant role. A typology of SP has been created by reflecting on its commercial and technical aspects.
Practical implications
This study has important implications for the service industry as it provides a structure and key considerations for productising services.
Originality/value
This study is one of the first to seek evidence for the concept of SP from multiple instances of SP as well as an extensive literature base. The typology created provides a context for discussing SP as well as reflecting on its commercial and technical aspects.
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Thomas Fischer, Heiko Gebauer, Mike Gregory, Guangjie Ren and Elgar Fleisch
The paper aims to explore how dynamic capabilities of sensing, seizing and reconfiguring shape the way in which service business is developed in a broad range of capital goods…
Abstract
Purpose
The paper aims to explore how dynamic capabilities of sensing, seizing and reconfiguring shape the way in which service business is developed in a broad range of capital goods industries.
Design/methodology/approach
The paper takes an interpretative multiple‐case study approach. It seeks to develop primary organizing themes around the key dynamic capabilities and support them with research propositions.
Findings
The findings suggest that companies either exploit or explore the opportunities when it comes to service business development. Moreover, dynamic capabilities differ between the two approaches and predict which way a company chooses.
Research limitations/implications
Research limitations are mainly due to the nature of qualitative research. The dynamic capabilities identified here are by no means exhaustive; rather, they indicate directions for future research.
Practical implications
The research findings provide guidance to managers as to how the strategic shift towards services is influenced by dynamic capabilities.
Originality/value
Despite difficulties associated with service business development, the literature remains relatively silent on dynamic capabilities. However, dynamic capabilities are essential to the strategic shift towards service business.
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Stephan Klingner, Stephanie Pravemann and Michael Becker
The purpose of this paper is to quantitatively evaluate of the current status of productivity management of industrial and non-industrial service companies in Germany. Based on…
Abstract
Purpose
The purpose of this paper is to quantitatively evaluate of the current status of productivity management of industrial and non-industrial service companies in Germany. Based on that knowledge, best practices and needs regarding tools and methods can be identified.
Design/methodology/approach
In two qualitative pre-studies the theoretical foundation of service productivity was built. Using this knowledge, a quantitative empirical survey was conducted, including almost 2000 service companies. The sampling frame was based on a company database provided by Hoppenstedt. Samples were randomly selected using proportionate stratified sampling.
Findings
The findings show the economic importance and meaningfulness of service productivity management, independently from the industry.
Research limitations/implications
Due to the chosen population, the findings are limited to Germany. Furthermore, a more detailed comparison of service industries beyond industrial and non-industrial services was not feasible.
Practical implications
The data contained evidence that companies conducing productivity management are more successful than those who are not. This underlines the economic importance service productivity management.
Originality/value
The paper provides reliable, quantitative insights of the current status, demands, and benefits of service productivity management in the industrial as well as non-industrial sector.
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From a synthesis of literature, the purpose of this paper is to present a conceptual service development methodology showing the impact of 3D printing as a disruptive technology…
Abstract
Purpose
From a synthesis of literature, the purpose of this paper is to present a conceptual service development methodology showing the impact of 3D printing as a disruptive technology to the service portfolio. The methodology is designed to support practitioners and academics in better understanding the impact of disruptive technologies may have to the service portfolio and participate in the technology.
Design/methodology/approach
A literature review is conducted and based on these findings a conceptual framework has been developed.
Findings
The design of a methodology for the development of 3D printing services is used to evaluate the disruption potential of 3D printing and to implement the technology in the service portfolio of a logistics service provider. The disruption potential of 3D printing influences a logistics manager by make to order decisions. In addition, it could be proven the service portfolio was diversified.
Research limitations/implications
Literature directly dealing with technology-based service development for decision making in logistics management is rare and thus the methodology is built on insights, compiled from the distinct research areas. Further research should be performed on this nascent topic.
Practical implications
Logistics service providers may use the developed methodology to revise their service portfolio by the consideration of disruptive technologies, in order to reduce strategic misdecisions regarding the range of services.
Originality/value
This paper looks specifically at decision making for implementing disruptive technologies to the service portfolio.
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Qiong Jia, Yang Lei, Yue Guo and Xiaotong Li
This study explores the factors influencing the value of enterprise social media (ESM) from the perspective of compatibility. Establishing a theoretical model based on…
Abstract
Purpose
This study explores the factors influencing the value of enterprise social media (ESM) from the perspective of compatibility. Establishing a theoretical model based on compatibility theory, the authors examine the effects of two dimensions of compatibility and the mediating effects of employees' intrinsic motivations. ESM is an important tool that helps companies to enhance knowledge sharing and cross-department collaboration. Thus, it is important to understand factors that can facilitate the role of ESM in improving enterprise operating performance.
Design/methodology/approach
The authors conducted a survey among 353 users of a leading ESM platform and empirically investigated how compatibility influences ESM value through employees' intrinsic motivations. Structural equation modeling (SEM) was applied to study the relationship among compatibility, employees' intrinsic motivations and ESM value.
Findings
The empirical research results indicate that compatibility of self-interest with group interest influences the value of ESM, and intrinsic motivations toward collaboration and toward knowledge management partially mediate the effects of the two dimensions of compatibility on ESM value.
Research limitations/implications
First, the empirical analysis relies on data from surveying employees of Chinese companies. Therefore, one direction for future research is to reexamine the model using data from other countries. Second, the effects of compatibility identified in the study may vary among different ESM platforms. In addition, the findings may change for organizations having different sizes.
Practical implications
This finding suggests that managers should pay close attention to potential conflicts of interest when implementing ESM to enhance group communication and collaboration. This study also highlights the importance of compatibility of new working processes with experience in practice. In addition, intrinsic motivations towards both cooperation and knowledge management in ESM are important factors influencing the value creation of ESM. Therefore, to cultivate employees' intrinsic motivation, managers and organizations need to facilitate the formation of a collaborative atmosphere and habits of cooperative adoption.
Originality/value
Although previous studies show that compatibility is a strong belief salient to technology acceptance and continuance usage behavior, the operational definition of compatibility developed by prior studies has generally been limited to the technology perspective and the individual level. However, the primary benefit of ESM is enabling online team collaboration and knowledge sharing across various departments. Thus, the level of compatibility between employees' self-interests and group interests may influence their intrinsic motivations toward ESM usage. From this perspective of individual–group interest conflicts, the authors propose a conceptual research model based on the theory of compatibility in innovation diffusion.
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Rodrigo Rabetino, Willem Harmsen, Marko Kohtamäki and Jukka Sihvonen
The purpose of this paper is to organize and connect past research from different servitization-related scholarly communities.
Abstract
Purpose
The purpose of this paper is to organize and connect past research from different servitization-related scholarly communities.
Design/methodology/approach
This study reviews more than 1,000 articles by combining author co-citation and qualitative content analyses.
Findings
The structure and boundaries of the field are mapped, and the characteristics of the three identified servitization-related communities are assessed qualitatively. These three communities are product-service systems, solution business, and service science. The findings demonstrate that a narrow range of theories and qualitative methods dominate in existing research.
Originality/value
Through the lens of the sociology of science, this review critically evaluates servitization-related research and offers a list of themes that are considered important to the future development of the field. Regarding future research, the main recommendations are as follows: increasing the use of well-established theories from adjacent mature fields, borrowing ideas from different research communities to stimulate knowledge accumulation within and across communities, and reducing the level of description while increasing the number of confirmatory, quantitative, and longitudinal research designs. Finally, the development of formal structures for socialization (e.g. conferences and special issues) could allow the field to achieve a greater degree of scientific maturity and would influence the direction and pace of the development of servitization-related research.