TUTCRIS - Tampereen teknillinen yliopisto

TUTCRIS

Standardizing the service delivery system for repetitive industrial services

Tutkimustuotos

Yksityiskohdat

AlkuperäiskieliEnglanti
OtsikkoRESER 2015
Alaotsikko25th Annual RESER Conference
KustantajaRESER European Association for Research on Services
Sivumäärä20
ISBN (elektroninen)978-87-7349-921-4
TilaJulkaistu - syyskuuta 2015
OKM-julkaisutyyppiB3 Artikkeli konferenssijulkaisussa
TapahtumaEuropean Association for Research on Services Conference -
Kesto: 1 tammikuuta 1900 → …

Conference

ConferenceEuropean Association for Research on Services Conference
Ajanjakso1/01/00 → …

Tiivistelmä

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.

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