1 - 7 of 7 articles
Purpose – Strategic trends towards service operations have been widely reported in the recent literature, but organisational capabilities to support such service-centred strategies are less well understood. The purpose of this paper is to identify key organisational issues in managing complex...
Purpose – In their seminal book, The Experience Economy , Pine and Gilmore point out that customers buy experiences and are willing to pay a steep premium for them and hence service organizations should try to make them more fun. The purpose of this paper (and the premise of the recent book) is...
Purpose – Original equipment manufacturers offer maintenance services such as remote diagnostics to extend their portfolio. The purpose of this paper is to empirically investigate requirements and expectations regarding remote services (RSs) for maintaining complex high-tech equipment from a...
Purpose – A service system, including self-service technologies (SSTs), should facilitate actors’ value co-creation processes to enhance customer experiences. The purpose of this paper is to analyze how customers’ experiences – both favorable and unfavorable – are formed by identifying the...
Purpose – In the light of challenges experienced in cost estimation at the bidding stage of complex engineering services in the defence industry (e.g. contracting for availability), the purpose of this paper is to present a framework to manage the influence of uncertainty on cost estimates....
Purpose – The purpose of the paper is to outline a business model for product system solutions that is based on functional modularity. Design/methodology/approach – The paper employs an illustrative case study design. The cases constitute two action research projects in two organisations...
Purpose – The notion of achieving competitive advantage using a strategic customer service orientation (SCSO) has received increased research attention. The purpose of this paper is to examine the concept of SCSO in the context of rapidly changing competitive market environments. An...
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