Service confidence in bringing new data-enabled services to market: A multi-actor perspective
Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review
|Title of host publication||Proceedings of the Spring Servitization Conference|
|Subtitle of host publication||Advanced Services for Sustainability and Growth|
|Editors||Ali Bigdeli, Tim Baines|
|Number of pages||9|
|Publication status||Published - Sep 2020|
|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: An embedded single-case study was carried out with a machine manufacturer, including its sales and service personnel, customers and external salespeople. Data were collected via 30 interviews. Through conducting a thematic data analysis, the requirements for building confidence in data-enabled services were divided into four categories: internal, external/customer-related, relational and offering-related.
Findings: This paper reveals the criticality of building confidence to bring data-enabled services to market. The findings reveal different dimensions of confidence and demonstrate that introducing data-enabled services requires the confidence of all actors involved in servitization.
Originality/Value: This paper conceptualises service confidence towards data-enabled services through six dimensions—attitude towards services, confidence in service value, confidence in service reliability, relational confidence, competence, confidence in data security and management.