Fundamentals of Industrial Service Management

In parallel to the ongoing servitization of manufacturing companies, the increasing orientation toward industrial services should also lead to professionalizing industrial service management. Providing services imposes significant challenges for manufacturing companies not only in terms of delivering them to the customers but also in creating elevated requirements for the management of the firm. It is, thus, not only a technical discussion of how to develop and deliver services. To enable an effective, efficient, and profitable service business, several prerequisites have to be fulfilled. Before we introduce our service management framework, we will shortly summarize some of the basic findings from our earlier work toward integrated service management in manufacturing companies. After the introduction of our current research framework, we will summarize the chapter.