Internal and external alignment in the servitization journey - overcoming the challenges
Internal and external alignment in the servitization journey - overcoming the challenges
复制标题
DOI：
10.1080/09537287.2015.1033496
复制
发表时间：
2015-11-18
影响因子：
8.3
通讯作者：
Saccani, Nicola
中科院分区：
文献类型：
--
作者：
Alghisi, Andrea;Saccani, Nicola
研究和传闻证据表明，制造商采取的服务化的道路面临着几个挑战，可能会产生内部的不一致，例如服务化战略和内部组织安排之间，和外部的，例如与客户的需求和文化或与服务供应商网络。本研究通过文献回顾，系统地提出了服务化的17个挑战。五个案例研究实证调查这些挑战。根据研究结果，本文提出了一个框架，指出并讨论了服务化中的对齐领域。两个调整方向涉及内部方面：（i）战略方向和服务组合，以及（ii）战略方向和内部组织。讨论的其他两个对齐方向涉及：（iii）与服务网络的内部维度和（iv）与客户网络的内部维度。
Research and anecdotal evidences indicate that manufacturers undertaking the path towards servitization face several challenges that may generate both internal inconsistencies, e.g. between the servitization strategy and the internal organisational arrangements, and external ones, e.g. with the customer needs and culture or with the service supplier network. This study provides a systematisation of 17 challenges of servitization through a literature review. Five case studies investigate empirically such challenges. A framework is developed, based on the research findings, which points out and discusses alignment areas in servitization. Two alignment directions concern internal aspects: (i) the strategic orientation and the service portfolio and (ii) the strategic orientation and the internal organisation. The other two alignment directions discussed concern: (iii) the internal dimensions with the service network and (iv) the internal dimensions with the customer one.