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Two routes of service modularization: advancing standardization and customization
Chalmers Univ Technol, Sweden.
Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences.ORCID iD: 0000-0003-4543-0015
Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Karlstad Univ, Sweden.
2019 (English)In: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 33, no 1, p. 73-87Article in journal (Refereed) Published
Abstract [en]

Purpose

This study aims to investigate service modularization in a manufacturing firm, identifies service modularization processes and examines how these processes change the service module characteristics.

Design/methodology/approach

The study is based on a longitudinal case study (2008-2017) of a manufacturing firm. The development of six service modules was analyzed using data from interviews with key informants, informal meetings and internal documentation.

Findings

This study suggests five service modularization processes, and that service module characteristics, such as standardization and interconnectedness, change in different ways depending on the service modularization processes used. It further identifies two service modularization routes that each combine the service modularization processes in unique ways with replication as a key process to improve both standardization and customization.

Practical implications

This study elaborates a framework for service modularization, which can serve as a guideline for developing service modules. It also highlights the differences between product and service modularization, suggesting that the role of service module characteristics such as standardization and customization is specific for services.

Originality/value

This longitudinal case study (2008-2017) provides empirical evidence on service modularization and extends existing knowledge on service modularization processes and how they influence service module characteristics.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2019. Vol. 33, no 1, p. 73-87
Keywords [en]
Service innovation; Qualitative research; New service development; Business-to-business services; Service infusion; Modularization; Standardization; Customization; Case study method; Service modules
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-157570DOI: 10.1108/JSM-10-2018-0285ISI: 000467622600007Scopus ID: 2-s2.0-85063995581OAI: oai:DiVA.org:liu-157570DiVA, id: diva2:1328643
Available from: 2019-06-22 Created: 2019-06-22 Last updated: 2019-06-24Bibliographically approved

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Valtakoski, AkuWitell, Lars

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  • apa
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Output format
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