Title: Managing industrial service offerings: requirements on content and processes

Authors: Christian Kowalkowski, Per-Olof Brehmer, Daniel Kindstrom

Addresses: Department of Management and Engineering, Linkoping University, Linkoping 581 83, Sweden. ' Department of Management and Engineering, Linkoping University, Linkoping 581 83, Sweden. ' Department of Management and Engineering, Linkoping University, Linkoping 581 83, Sweden

Abstract: 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.

Keywords: industrial service offerings; manufacturing firms; service scope; service focus; ICT impact; service process interfaces; services bundling; customer integration; services management.

DOI: 10.1504/IJSTM.2009.022381

International Journal of Services Technology and Management, 2009 Vol.11 No.1, pp.42 - 63

Available online: 02 Jan 2009 *

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