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Enhancing the acceptance of advanced services among users of complex systems

Tutkimustuotosvertaisarvioitu

Standard

Enhancing the acceptance of advanced services among users of complex systems. / Vaittinen, Eija ; Martinsuo, Miia ; Nenonen, Sanna .

Servitization: Shift, Transform, Grow: Proceedings of the Spring Servitization Conference, 16-17 May 2016 (SSC2016). toim. / Tim Baines; Dave Harrison; Judy Zolkiewski. 2016. s. 162-170.

Tutkimustuotosvertaisarvioitu

Harvard

Vaittinen, E, Martinsuo, M & Nenonen, S 2016, Enhancing the acceptance of advanced services among users of complex systems. julkaisussa T Baines, D Harrison & J Zolkiewski (toim), Servitization: Shift, Transform, Grow: Proceedings of the Spring Servitization Conference, 16-17 May 2016 (SSC2016). Sivut 162-170, SPRING SERVITIZATION CONFERENCE, 1/01/00.

APA

Vaittinen, E., Martinsuo, M., & Nenonen, S. (2016). Enhancing the acceptance of advanced services among users of complex systems. teoksessa T. Baines, D. Harrison, & J. Zolkiewski (Toimittajat), Servitization: Shift, Transform, Grow: Proceedings of the Spring Servitization Conference, 16-17 May 2016 (SSC2016) (Sivut 162-170)

Vancouver

Vaittinen E, Martinsuo M, Nenonen S. Enhancing the acceptance of advanced services among users of complex systems. julkaisussa Baines T, Harrison D, Zolkiewski J, toimittajat, Servitization: Shift, Transform, Grow: Proceedings of the Spring Servitization Conference, 16-17 May 2016 (SSC2016). 2016. s. 162-170

Author

Vaittinen, Eija ; Martinsuo, Miia ; Nenonen, Sanna . / Enhancing the acceptance of advanced services among users of complex systems. Servitization: Shift, Transform, Grow: Proceedings of the Spring Servitization Conference, 16-17 May 2016 (SSC2016). Toimittaja / Tim Baines ; Dave Harrison ; Judy Zolkiewski. 2016. Sivut 162-170

Bibtex - Lataa

@inproceedings{b081be6b89044395952fedc40222521a,
title = "Enhancing the acceptance of advanced services among users of complex systems",
abstract = "Purpose: In order to succeed in servitization, manufacturing firms need to understand the mechanisms through which their customers accept advanced services. This research explores the customers’ readiness towards more advanced services. The goal is increased knowledge on the aspects that manufacturers need to consider when bringing advanced services into market and ways to enhance the customer acceptance of these services.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.",
author = "Eija Vaittinen and Miia Martinsuo and Sanna Nenonen",
year = "2016",
month = "5",
language = "English",
isbn = "978-185-44-9403-0",
pages = "162--170",
editor = "Tim Baines and Dave Harrison and Judy Zolkiewski",
booktitle = "Servitization: Shift, Transform, Grow",

}

RIS (suitable for import to EndNote) - Lataa

TY - GEN

T1 - Enhancing the acceptance of advanced services among users of complex systems

AU - Vaittinen, Eija

AU - Martinsuo, Miia

AU - Nenonen, Sanna

PY - 2016/5

Y1 - 2016/5

N2 - Purpose: In order to succeed in servitization, manufacturing firms need to understand the mechanisms through which their customers accept advanced services. This research explores the customers’ readiness towards more advanced services. The goal is increased knowledge on the aspects that manufacturers need to consider when bringing advanced services into market and ways to enhance the customer acceptance of these services.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.

AB - Purpose: In order to succeed in servitization, manufacturing firms need to understand the mechanisms through which their customers accept advanced services. This research explores the customers’ readiness towards more advanced services. The goal is increased knowledge on the aspects that manufacturers need to consider when bringing advanced services into market and ways to enhance the customer acceptance of these services.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.

UR - http://www.aston.ac.uk/aston-business-school/research/events/ssc2016/

M3 - Conference contribution

SN - 978-185-44-9403-0

SP - 162

EP - 170

BT - Servitization: Shift, Transform, Grow

A2 - Baines, Tim

A2 - Harrison, Dave

A2 - Zolkiewski, Judy

ER -