Purpose – The servitization of manufacturing is a diverse and complex field of research interest. The purpose of this … have performed a systematic review of the research literature associated with the servitization of manufacturing. This … communities, namely services marketing, service management, operations management, product-service systems and service science …

Purpose – The purpose of this paper is to investigate the use of high-value manufacturing (HVM) concepts in Scottish … excellent in all lifecycle phases before extending their capability by offering a more comprehensive service; HVM is not a …. Practical implications – Manufacturing efficiency has now become an order qualifier and competitive advantage should now be …

in the service and manufacturing literature, and applies this model to explore four service‐specific dimensions of …In common with most service companies, banks today are faced with a myriad demands on their delivery processes made by … an increasingly fragmented market. Management theorists and consultants prescribe up‐to‐date technology and service …

The manager who moves from manufacturing to services or the professor who wishes to research and teach service … operations must recognise the key differences for developing an appropriate operations management strategy in a service business … manufacturing it is important that the functional strategy supports the corporate strategy in the marketplace and is co …

service providers are forced to improve their organisational efficiency due to intense competition and regulatory burdens. The … purpose of this paper is to identify how lean financial service companies in Germany are. Design/methodology/approach – A …. Findings – The results not only reveal that there is only a moderate lean thinking in financial service companies. We rather …

Purpose The purpose of this paper is to explore influencing factors that affect the effectiveness of service recovery … authors investigate the roles of recovery speed and failure severity in the service recovery process using social network …. In contrast, responses that provide further directions poses negative effect on service recovery outcomes. There is a …

Purpose The purpose of this paper is to examine the effect of human capital (HC) on service innovation advantage (SIA …) and business performance (BP) in service sector firms, and how external environmental factors influence these … service firms with the unit of analysis being at the firm level. In total, 228 usable responses were received. Findings The …

technically homogenous service, fundamental differences in required interaction arise as a result of different usage situations …. These differences are reflected in the sourcing decision and the design of the service delivery management process. Research … sourcing and service delivery management strategies, practitioners need to consider the use of the service purchased and how it …

Financial service providers should invest in establishing CI empowerment and consider a delay in realising measurable benefits …