Rogelio Oliva

TL;DR: In this article, a study of 11 capital equipment manufacturers developing service offerings for their products is presented, focusing on identifying the dimensions considered when creating a service organization in the context of a manufacturing firm, and successful strategies to navigate the transition.

TL;DR: A formal model is developed that integrates the structural elements of service delivery and finds that temporary imbalances between service capacity and demand interact with decision rules for effort allocation, capacity management, overtime, and quality aspirations to yield permanent erosion of the service standards and loss of revenue.

TL;DR: In this article, a detailed case analysis of a supply chain planning process that seemingly weathers these cross-functional conflicts is presented, and the authors adopt a process perspective and find that integration was achieved despite formal functional incentives that did not support it.

TL;DR: This paper posits that model calibration––the process of estimating the model parameters (structure) to obtain a match between observed and simulated structures and behaviors––is a stringent test of a hypothesis linking structure to behavior, and proposes a framework to use calibration as a form of model testing.

TL;DR: In this article, the authors provide a critical inquiry into the past, present, and future of service growth in product firms, focusing on the most active service research domains and open to a variety of conceptualizations.