Service productisation: systematising and defining an offering
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TLDR
In this paper, 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.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.read more
Citations
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The state-of-the-art of the theory on Product-Service Systems
TL;DR: It is argued that further research would benefit from adopting a systems approach that explores the interactions in PSS and favors interdisciplinary theory development as well as the use of different theories for developing PSS research.
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Cost-efficient co-creation of knowledge intensive business services
TL;DR: In this paper, the authors explored the commercialization of co-created services (the servitization of product-service systems) and the enhancement of service production by service processes and created a service management framework for modular service delivery where company resources be linked to cost-efficient co-creation services.
Customer support service: A relationship perspective
Inger Roos,Bo Edvardsson +1 more
TL;DR: In this article, the authors used a modified version of SPAT (Switching Path Analysis Technique) in their analysis to create the necessary data for carrying out a dynamic analysis -in other words customers experiences of the customer-support service over time in their relationship with the service provider.
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Commercial and Technical Productization for Fact-Based Product Portfolio Management Over Lifecycle
TL;DR: The article demonstrates company difficulties, which are stemming from inadequate definition of productization and imperfect PPM targets and KPIs over the product lifecycle, and an initial framework is formed to support more holistic productization over productlifecycle alongside creating suitable PPM Targets and KPIS.
References
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Book
Qualitative Data Analysis: An Expanded Sourcebook
TL;DR: This book presents a step-by-step guide to making the research results presented in reports, slideshows, posters, and data visualizations more interesting, and describes how coding initiates qualitative data analysis.
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Building theories from case study research
TL;DR: In this paper, the authors describe the process of inducting theory using case studies from specifying the research questions to reaching closure, which is a process similar to hypothesis-testing research.
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Building theories from case study research.
TL;DR: In this paper, the authors define a leadership event as a perceived segment of action whose meaning is created by the interactions of actors involved in producing it, and present a set of innovative methods for capturing and analyzing these contextually driven processes.
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A General Inductive Approach for Analyzing Qualitative Evaluation Data
TL;DR: Although the general inductive approach is not as strong as some other analytic strategies for theory or model development, it does provide a simple, straightforward approach for deriving findings in the context of focused evaluation questions.