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Degree of Service-orientation in the pulp and paper industry
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.ORCID iD: 0000-0003-2705-0836
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.ORCID iD: 0000-0001-8278-1442
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
2009 (English)In: International Journal of Services Technology and Management, ISSN 1460-6720, Vol. 11, no 1, 24-41 p.Article in journal (Refereed) Published
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.

Place, publisher, year, edition, pages
2009. Vol. 11, no 1, 24-41 p.
Keyword [en]
industrial services, value creation, service orientation, services management, pulp and paper industry, process industries, manufacturing firms, Sweden, business models, technology-based services, service delivery
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-9804DOI: 10.1504/IJSTM.2009.02238OAI: oai:DiVA.org:kau-9804DiVA: diva2:493311
Available from: 2012-02-08 Created: 2012-02-08 Last updated: 2015-05-27Bibliographically approved
In thesis
1. Service Orientation in Manufacturing Firms: Understanding Challenges with Service Business Logic
Open this publication in new window or tab >>Service Orientation in Manufacturing Firms: Understanding Challenges with Service Business Logic
2014 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Globalisation and competition from low-cost countries has pushed manufacturing firms towards offering services to remain competitive. However, increasing the service orientation of a manufacturing firm to find new ways of value (co-)creation has presented several challenges, such as the fact that services do not provide the expected revenues, and resistance from both the sales force and from customers towards services.

The aim of this thesis is to understand challenges linked to increasing service orientation in manufacturing firms, by means of goods and service business logics. The thesis emphasises the three dimensions of business logics – value perspective, service business strategy, and service offering – and studies them empirically in service divisions in the pulp and paper industry and in the automotive industry.

The findings show that firms with inconsistency between the three dimensions face certain challenges. Most often, the firms have a value perspective of goods business logic, but a service business strategy and a service offering of service business logic. Therefore, the most important and most difficult challenge to overcome in order to increase a manufacturing firm’s service orientation is the employees’ value perspective.

Three service manoeuvres were key to overcoming this challenge: changing employees’ mind-sets, starting to value services, and separating products and services. Although separating products and services could be assessed as a service manoeuvre consistent with goods business logic, it facilitated an increased service orientation. The fact that goods business logic manoeuvres led to a higher degree of service orientation, whereas service business logic manoeuvres did not always do so, is discussed as a service orientation paradox.

 

 

 

Place, publisher, year, edition, pages
Karlstad: Karlstads universitet, 2014. 94 p.
Series
Karlstad University Studies, ISSN 1403-8099 ; 2014:30
Keyword
Service business logic, Value co-creation, Services in manufacturing firms, Service orientation
National Category
Social Sciences
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-31986 (URN)978-91-7063-562-5 (ISBN)
Public defence
2014-06-05, 11D 227, Karlstads Universitet, Karlstad, 13:00 (English)
Opponent
Supervisors
Available from: 2014-05-23 Created: 2014-04-27 Last updated: 2014-05-23Bibliographically approved

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Citation style
  • apa
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