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Key adjustments to service offerings to accommodate product innovations: The Case of electric vehicles
Linköping University, Sweden; University of St.Gallen, Switzerland; University of Leipzig, Germany.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Linköping University, Sweden.ORCID iD: 0000-0002-6589-8662
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
2025 (English)In: Industrial Marketing Management, ISSN 0019-8501, E-ISSN 1873-2062, Vol. 128, p. 71-87Article in journal (Refereed) Published
Abstract [en]

This paper is positioned at the intersection of servitization and product innovation, addressing an important research gap regarding the key adjustments required in service offerings when introducing product innovations. We focus on electric vehicles as an eco-friendly product innovation often associated with high technological turbulence. Through a single case study of a truck manufacturer and eight confirmatory cases of other commercial vehicle manufacturers, this study examines how these companies adjusted their service offerings (e.g., financial services, parts and repair services, fleet management services, and connectivity services) in response to the launch of new product innovations. When introducing product innovations, these manufacturers adjust the scope and sophistication of their service offerings-for instance, by advancing financial services, parts and repair services, fleet management services, connectivity services, and by adding charging infrastructure services. Meanwhile, services for existing products also evolve in terms of scope and sophistication (e.g., adding product life extension and fuel optimization services). Surprisingly, these adjustments mostly occur within existing organizational structures. At the same time, they contribute to a potential increase in the share of service revenue, reflecting the growing share of electric vehicles in commercial vehicle sales. These insights offer important theoretical and managerial implications for integrating servitization with product innovation.

Place, publisher, year, edition, pages
Elsevier, 2025. Vol. 128, p. 71-87
Keywords [en]
Service offerings, Eco-friendly products, Sustainable Servitization, Product innovation, Electric mobility
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-105898DOI: 10.1016/j.indmarman.2025.05.001ISI: 001510940800001Scopus ID: 2-s2.0-105007139229OAI: oai:DiVA.org:kau-105898DiVA, id: diva2:1977850
Available from: 2025-06-26 Created: 2025-06-26 Last updated: 2025-10-16Bibliographically approved

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Witell, LarsPerks, Helen

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