Browsing by Subject "Servicetransformation"

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Dienstleistungsnetzwerke im Kontext der Servicetransformation - Barrieren, Erfolgsfaktoren und Wirkungsmodell
(2017) Weigel, Sabrina; Hadwich, Karsten
Manufacturing firms face major challenges due to the commoditization of products and increasing competitive pressure, which causes them to develop new business models. In order to secure their competitive position, they offer additional services or innovative combinations of products and services in addition to their products. Due to limited capacities, however, it is often not possible for a single company to offer its customers not only products but also services or complete solutions. This is why many companies join forces with other companies in order to be able to provide services to customers in so-called service networks. A major challenge in the context of service networks during servitization is to ensure a consistent, high quality of service for the customer. Furthermore, working with other companies in a service network is a challenge, so that in some cases the expected benefits of the network are not achieved or the cooperation might even fail. Despite the great relevance of the topic, there is still a lack of literature on service networks in the context of servitization, so the aim of this thesis is to contribute to scientific research on service networks in the context of servitization and to provide relevant recommendations for the successful management of service networks in business practice. Therefore, the thesis focuses on a detailed analysis of the relationships and interactions between the various network partners in order to identify key points that enable a service network in the context of servitization to operate successfully and to provide customers with high-quality services that contribute to the success of the service network in the context of servitization. The work is divided into five chapters. After an introductory chapter on definitions, chapter 2 examines the barriers in the quality management of service networks in the context of servitization. To this end, an empirical qualitative investigation (n = 6) is carried out. The qualitative study aims to identify specific barriers in the quality management of service networks that prevent the creation of high quality service. That way, starting points are worked out on how to ensure high quality in service networks during servitization. Chapter 3 is devoted to the goal of identifying factors that lead to successfully operating service networks in the context of servitization. For this purpose, interviews with senior executives from companies in these service networks are conducted in a qualitative study (n = 25) in order to identify success factors for service networks during servitization. These levers provide companies in the process of servitization with important insights to increase the success of their service networks. The aim of the fourth chapter is to demonstrate the relationship between the identified success factors and the desired positive results of service networks in the context of servitization. To this end, a theoretical hypothesis model is developed, which is examined in a quantitative study (n = 257). Based on the results, factors can be deduced that have to be increased in order to realize a high-performance and customer-attractive service network in the context of servitization. Chapter 5 is the conclusion. In this chapter, the key results of the work are first summarized by succinctly answering the research questions. Then concrete recommendations are derived for corporate practice. In addition to limitations of this thesis, further research is provided. Overall, the thesis provides essential empirical findings on barriers, success factors and cause and effect relationships in service networks during servitization, from which relevant implications for theory as well as for an effective and successful management of these service networks in the context of servitization can be derived.
Erfolgsfaktoren zur Umsetzung der Transformation vom Produkthersteller zum Serviceanbieter
(2016) Hepp, Michael; Hadwich, Karsten
Throughout the last few decades many manufacturers of products have repositioned themselves strategically by moving from a product manufacturer to become a service provider. In the literature this is referred to “Servitization” or “Service Infusion”. Reasons for this is increasing competitive intensity in product manufacturing, corresponding with an erosion of product margins. Through Service Infusion, the product manufacturer can develop intimate relationships with its customer that results in a mutual dependency making the manufacturer less dependent on economic cycles. In addition, services usually have higher margins compared to products. This can result in a competitive advantage as well as higher entry barriers for the competitors. An increasing number of articles show the relevance of Service Infusion. Overall, however, the multitude of scientific papers have unfortunately not produced a common theoretical foundation or extensive empirical investigation. In addition, the integration of the customer as an external factor is a defined service as well, but is still insufficiently researched within the framework of the service infusion. So the thesis would like to answer the following three research issues: (1) What is a general theoretical framework for the service infusion? (2) What are the critical success factors for the transformation from a product manufacture to the product-oriented and system-solution-oriented business model? The overlapping success factors allows us conclusions for general success factors of the service infusion. (3) What is the role of customer integration in the transformation from the product manufacturer to the service provider and what is the ideal value of customer integration regarding to the specific business models? The thesis is structured in seven chapters: After the introduction, the second chapter describe the theoretical framework of the service infusion, the so-called business model approach of the service infusion. With a theoretical and deductive approach we structure ten development steps in four business models. For the validation we used case studies and a focus group discussion (n = 9) with experts. The third and fourth chapter show the implementation model of the product-oriented and system-solution-oriented business model. The EFQM Excellence model provides the theoretical framework. Through focus group discussions and a two-stage Delphi studies we confirmed for the product-oriented business model 29 (study 2, n = 11, study 3, n = 15) and the system-oriented business model 25, success factors (study 4, n = 11; study 5, n = 28). Chapter 5 shows success factors for the specific business models (product-oriented and system-solution-oriented business model), or general (fundamental) success factors of the service transformation. The sixth chapter describes the role of customer integration as part of the transformation process. The results shows, in relation to the different business models the collaborative role of the customers as an ideas supplier, a developer or a provider with different degrees of activities. These was also confirmed by a focus group discussion (6th study, n = 11). Finally Chapter 7 describes the limitation and conclusion of the thesis.