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  • 1.
    Davidsson, Nina
    et al.
    Service Research Center, Karlstad University.
    Edvardsson, Bo
    Service Research Center, Karlstad University.
    Gustafsson, Anders
    Service Research Center, Karlstad University.
    Witell, Lars
    Service Research Center, Karlstad University.
    Degree of service-orientation in the pulp and paper industry2009Inngår i: International Journal of Services Technology and Management, ISSN 1460-6720, E-ISSN 1741-525X, Vol. 11, nr 1, s. 24-41Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    Many companies in the process industries are seeing the advantages of services but are struggling with the changes these require as regards the offering and the organisation. This paper presents an empirical investigation within the pulp and paper industry based on a survey of Swedish manufacturing firms and a multiple case study of three case companies and their customers. To investigate whether the manufacturers active in this industry are product-oriented or are becoming more service-oriented, five themes important to the companies under study are presented and discussed: that is, finding the right mix of physical products and services, the concept of service, business models, technology-based services and organising service delivery.

  • 2.
    Kowalkowski, Christian
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Industriell marknadsföring och industriell ekonomi. Linköpings universitet, Tekniska högskolan.
    Brehmer, Per-Olof
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Logistik. Linköpings universitet, Tekniska högskolan.
    Kindström, Daniel
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Industriell marknadsföring och industriell ekonomi. Linköpings universitet, Tekniska högskolan.
    Managing industrial service offerings: requirements on content and processes2009Inngår i: International Journal of Services Technology and Management, ISSN 1460-6720, E-ISSN 1741-525X, Vol. 11, nr 1, s. 42-63Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

    This paper develops a typology for industrial service offerings, inter-relating service scope (degree of bundling), service focus (level of customer integration), and service process interfaces. Different forms of industrial services and the impact of information and communication technology on the three service dimensions are discussed, and requirements are identified related to the expansion of services. It is suggested that bundled and process-orientated services hold a major potential for manufacturing companies and can facilitate the creation of competitive advantage and long-term relationships with customers. Increased knowledge of the customers’ installed base and business processes enables better customisation of the service offerings. Even if more emphasis is put on standardising and formalising central and local processes, companies need to recognise local differences among subsidiaries.

  • 3.
    Panshef, Veselin
    et al.
    Technische Universität Darmstadt.
    Dörsam, Edgar
    Technische Universität Darmstadt.
    Sakao, Tomohiko
    Linköpings universitet, Tekniska högskolan. Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Industriell miljöteknik.
    Birkhofer, Herbert
    Institute for Product Development and Machine Elements Technische Universität Darmstadt.
    Value-chain-oriented service development by means of a "two-channel service model"2009Inngår i: International Journal of Services Technology and Management, ISSN 1460-6720, E-ISSN 1741-525X, Vol. 11, nr 1, s. 4-23Artikkel i tidsskrift (Fagfellevurdert)
    Abstract [en]

     In today’s industrial market, capital-good producers not only sell an appropriate device solution (hardware and software), but also need to customise their offers with their own or additionally purchased services. Consequently, such producers play an active part in their customers’ business processes as well. By applying the ‘Two-Channel Service Model’ and, in particular the ‘Process Service Channel’ proposed in this paper, a ‘service provider’ can effectively generate business process-driven service bundles. These models offer a value-oriented optimisation of production processes and can also provide a strategic customisation of the customer’s business. This paper focuses on the commercial viewpoint of large-scale production processes, in particular for the printing industry, and generates additional potential within industrial business-to-business services. Addressing the model of customers’ business processes, this paper contributes to the field of value-chain-oriented service development and engineering.

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