Evolutionary or revolutionary transformation of product manufacturers towards service providers : Which roles do internal conflicts between products and services play?
ISBN
9780956112200
Type
conference paper
Date Issued
2008-06-05
Author(s)
Puetz, Felix
Abstract
The transition from products to services leads to changes in organizational arrangement of manufacturing companies regarding the service-sales and -delivery. There are some evidences that the service business should be organizationally detached from product business in order to put more emphasis on service. However, the organizational solutions and especially the change process itself with its challenges and especially the upcoming conflicts and suitable solutions are not analyzed in detail yet.
Design/methodology/approach:
We analyzed this field of organizational change in service business through a survey and action research methods. The findings have been further elaborated through five in-depth case studies.
Findings:
We identified three different types of organizational setup for the service unit, which describes the stepwise separation from service-delivery and service-sales in order to detach service business from the product related functions. Additionally we came to the result that changes in the service organization are often accompanied by conflicts on four different elements: the strategic implementation itself, the release of service-delivery from the product-units, the separation of service-sales and product-sales and personal interests.
Design/methodology/approach:
We analyzed this field of organizational change in service business through a survey and action research methods. The findings have been further elaborated through five in-depth case studies.
Findings:
We identified three different types of organizational setup for the service unit, which describes the stepwise separation from service-delivery and service-sales in order to detach service business from the product related functions. Additionally we came to the result that changes in the service organization are often accompanied by conflicts on four different elements: the strategic implementation itself, the release of service-delivery from the product-units, the separation of service-sales and product-sales and personal interests.
Language
English
Keywords
service organization
organizational change
industrial service management
dialectic change process
conflicts in service business
HSG Classification
contribution to scientific community
Refereed
Yes
Book title
Proceedings of the AMA SERVSIG International Research Conference
Publisher
University of Liverpool
Publisher place
Liverpool
Event Title
Services Marketing Special Interest Group (ServSig) International Research Conference 2008
Event Location
Liverpool
Event Date
05.-07.06.2008
Subject(s)
Division(s)
Eprints ID
47137