Enhancing the acceptance of advanced services among users of complex systems
Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review
|Title of host publication||Servitization: Shift, Transform, Grow|
|Subtitle of host publication||Proceedings of the Spring Servitization Conference, 16-17 May 2016 (SSC2016)|
|Editors||Tim Baines, Dave Harrison, Judy Zolkiewski|
|Number of pages||9|
|Publication status||Published - May 2016|
|Publication type||A4 Article in a conference publication|
|Event||Spring Servitization Conference - |
Duration: 1 Jan 1900 → …
|Conference||Spring Servitization Conference|
|Period||1/01/00 → …|
Design/methodology/approach: A qualitative case study design is used, to analyse readiness for advanced services and service acceptance in a manufacturer’s three customer firms. Interview data were collected among 14 persons at the different customer sites and were content analysed.
Findings: The results show that customers accustomed to purchasing basic services or implementing them in-house may not yet be ready to purchase advanced services from manufacturers. Customers are uncertain about the benefits and the complete costs of the service. Manufacturers can enhance the customers’ acceptance of advanced services by certain activities within the organisation and in relation to the customers e.g. by training service employees and educating the customers.
Originality/value: The results offer new knowledge on customer service acceptance in a business-to-business context and, thereby, complement previous studies on the supplier perspective to servitization and service acceptance in consumer business. The contributions help manufacturers to identify practices for enhancing the customer firms’ readiness and acceptance of advanced services.