We observed that extending the service business in manufacturing companies often leads to a "service paradox." Where there is such a paradox, substantial investment in extending the service business leads to increased service offerings and higher costs, but does not generate the expected...

Purpose – This paper attempts to provide a better understanding of behavioral processes and their impact on the transition from products to services. Design/methodology/approach – Case studies are the main tool of theory development. The paper focuses mainly on German and Swiss product...

Purpose – Despite the proven benefits of an extended service business, most manufacturing companies find it extremely difficult to increase service revenues successfully. Design/methodology/approach – An extensive benchmarking project was conducted with a variety of firms in order to gain a...