SERVITIZATION CAPABILITIES FOR ADVANCED SERVICES: A MULTI-ACTOR PERSPECTIVE
SERVITIZATION CAPABILITIES FOR ADVANCED SERVICES: A MULTI-ACTOR PERSPECTIVE
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DOI：
10.1016/j.indmarman.2016.04.015
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发表时间：
2014-05
期刊：
影响因子：
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通讯作者：
C. Raddats;J. Burton;J. Zolkiewski;V. Story;T. Baines;H. Lightfoot
中科院分区：
文献类型：
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作者：
C. Raddats;J. Burton;J. Zolkiewski;V. Story;T. Baines;H. Lightfoot
服务化涉及制造商开发服务产品以增加收入和利润。特别是高级服务，可以促进更加以服务为中心的组织，并对客户的业务流程产生重大影响。然而，服务化的方法往往只从制造商的角度来讨论，忽视了其他网络参与者的作用。本研究采用多参与者的视角，调查制造商、中间商和客户的视角，以确定制造商下游网络中高级服务所需的互补和竞争能力。对19家英国制造商、中介机构和多个行业的客户的24名高级管理人员进行了采访。该研究确定了六项关键业务活动，其中包括先进的服务能力。为每个行为者确定的先进服务的独特和关键能力如下：制造商;平衡产品和服务创新的必要性，制定以客户为中心的终身服务方法，并具有独特但协同的产品和服务文化;中介机构，协调和整合第三方产品/服务;客户，共同创造创新，并拥有支持服务外包的流程。这项研究的独特之处在于突出了不同行为者在提供先进服务方面的独特作用，并表明，只有将网络中复杂的相互关联的能力结合起来，才能开发和提供这些服务。
Servitization involves manufacturers developing service offerings to grow revenue and profit. Advanced services, in particular, can facilitate a more service-focused organization and impact customers' business processes significantly. However, approaches to servitization are often discussed solely from the manufacturer's perspective; overlooking the role of other network actors. Adopting a multi-actor perspective, this study investigates manufacturer, intermediary and customer perspectives to identify complementary and competing capabilities within a manufacturer's downstream network, required for advanced services. Interviews were conducted with 24 senior executives in 19 UK-based manufacturers, intermediaries and customers across multiple sectors. The study identified six key business activities, within which advanced services capabilities were grouped. The unique and critical capabilities for advanced services for each actor were identified as follows:manufacturers; the need to balance product and service innovation, developing customer-focused through-life service methodologies and having distinct, yet synergistic product and service cultures;intermediaries, the coordination and integration of third party products/services;customers, co-creating innovation and having processes supporting service outsourcing. The study is unique in highlighting the distinct roles of different actors in the provision of advanced services and shows that they can only be developed and delivered by the combination of complex interconnected capabilities found within a network.