Purpose – The purpose of this paper is to investigate service improvements in a manufacturing context. Design/methodology/approach – Action research at the gas turbine manufacturer Siemens was performed during a five‐year period. In addition, 336 fault reports sent to the service division...

Purpose – The aim of this paper is to develop a model to help service organizations to set the specification limits according to the customer expectations. Design/methodology/approach – A review of relevant literature has been used to develop a new integrated model with ideas from the Kano...