The industrial service function as a holistic management concept
2009 (English)In: CBIM Academic Workshop,2009, Atlanta: CBIM , 2009Conference paper (Refereed)
importance of industrial services to industrial firms makes it
important to increase the understanding on how to manage the
service business. In this paper, the industrial service function
concept and its components are introduced. Furthermore, we discuss
why and how the industrial service function can be a useful concept
for addressing challenges of managing services in industrial firms.
The service function does not only include the service organization
but also other organizational units that directly, or indirectly,
have a role in the service processes. Although the service
organization most likely is the key entity, it is only one subset
of the service function; sales product development, manufacturing,
senior management, and other organizational entities, as well as
external service providers and customers, are to be seen as
part-time service functions that influence the offering.
Increasingly, other parts of the service function than the service
organization are central for competitive advantage through
industrial service offerings.
Place, publisher, year, edition, pages
Atlanta: CBIM , 2009.
Industrial service function, service offering, service organization, part-time service function, manufacturing
Engineering and Technology
IdentifiersURN: urn:nbn:se:liu:diva-44938Local ID: 78335OAI: oai:DiVA.org:liu-44938DiVA: diva2:265800