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Standardizing the service delivery system for repetitive industrial services

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientific

Details

Original languageEnglish
Title of host publicationRESER 2015
Subtitle of host publication25th Annual RESER Conference
PublisherRESER European Association for Research on Services
Number of pages20
ISBN (Electronic)978-87-7349-921-4
Publication statusPublished - Sep 2015
Publication typeB3 Non-refereed article in conference proceedings
EventEuropean Association for Research on Services Conference -
Duration: 1 Jan 1900 → …

Conference

ConferenceEuropean Association for Research on Services Conference
Period1/01/00 → …

Abstract

Manufacturers need to develop efficient service deliveries that can be used for multiple customers with different equipment. The service delivery system can support service repetitiveness through standardization. The objective is to increase understanding on features and requirements of standardization in the service delivery system and identify means for effi-cient service delivery in triadic settings. The qualitative multiple-case study with three manufacturing firms reveals different relevant factors for stand-ardization for reactive and proactive services and highlights certain prac-tices in triadic customer participation. Equipment and remote technologies both challenge and enable standardization and require new competences.

Keywords

  • service delivery, industrial services

Publication forum classification

Field of science, Statistics Finland