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: Digital transformations are changing society, and they force industries to react to the market more frequently. Managers are aware of new technical demands, which increase the pressure of meeting those demands. To meet technical demands, radical innovations are one way to stay...