Developing the concept of life-cycle service offering

Industrial Marketing Management

Volumn 49, Issue , 2015, Pages 53-66

  Rabetino, Rodrigo ^a   Kohtamäki, Marko ^a,b   Lehtonen, Heini ^c   Kostama, Hanna ^c  

^a UNIVERSITY OF VAASA   (Finland)

^b LULEÅ UNIVERSITY OF TECHNOLOGY   (Sweden)

^c AALTO UNIVERSITY   (Finland)

Author keywords

Industrial service business; Life cycle service offering; Service business models; Service infusion; Service dominant logic

Indexed keywords

EID: 84938286442     PISSN: 00198501     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.indmarman.2015.05.033     Document Type: Article

References (125)

1. Ahn H. On the profit gains of competing reverse channels for remanufacturing of refillable containers. Journal of Service Science 2009, 1(2):147-189.
2. Allmendinger G., Lombreglia R. Four strategies for the age of smart services. Harvard Business Review 2005, 83(10):131-145.
3. Alonso-Rasgado T., Thompson G., Elfström B.-O. The design of functional (total care) products. Journal of Engineering Design 2004, 15(6):515-540.
4. Anderson J.C., Narus J.A. Business market management: Understanding, creating and delivering value 2004, Pearson Education, Upper Saddle River.
5. Antioco M., Moenaert R.K., Lindgreen A., Wetzels M.G.M. Organizational antecedents to and consequences of service business orientations in manufacturing companies. Journal of the Academy of Marketing Science 2008, 36(3):337-358.
6. Artto K., Wikström K., Hellström M., Kujala J. Impact of services on project business. International Journal of Project Management 2008, 26(5):497-508.
7. Auguste B., Harmon E., Pandit V. The right service strategies for product companies. Mckinsey Quarterly 2006, March, 1:40-51.
8. Aurich J.C., Fuchs C., DeVries M.F. An approach to life cycle oriented technical service design. CIRP Annals - Manufacturing Technology 2004, 53(1):151-154.
9. Aurich J.C., Fuchs C., Wagenknecht C. Life cycle oriented design of technical product-service systems. Journal of Cleaner Production 2006, 14(17):1480-1494.
10. Azarenko A., Roy R., Shehab E., Tiwari A. Technical product-service systems: Some implications for the machine tool industry. Journal of Manufacturing Technology Management 2009, 20(5):700-722.
11. Baines T.S., Lightfoot H.W. Made to serve: How manufacturers can compete through servitization and product-service systems 2013, John Wiley & Sons.
12. Baines T.S., Lightfoot H.W., Benedettini O., Kay J.M. The servitization of manufacturing: A review of literature and reflection on future challenges. Journal of Manufacturing Technology Management 2009, 20(5):547-567.
13. Baines T.S., Lightfoot H.W., Evans S., Neely A., Greenough R.M., Peppard J., et al. State-of-the-art in product-service systems. Proceedings of the Institution of Mechanical Engineers, Part B: Journal of Engineering Manufacture 2007, 221(10):1543-1552.
14. Beverland M., Lindgreen A. What makes a good case study? A positivist review of qualitative case research published in Industrial Marketing Management, 1971-2006. Industrial Marketing Management 2010, 39(1):56-63.
15. Boehm M., Thomas O. Looking beyond the rim of one's teacup: A multidisciplinary literature review of product-service systems in information systems, business management, and engineering & design. Journal of Cleaner Production 2013, 51:245-260.
16. Bonnemeier S., Burianek F., Reichwald R. Revenue models for integrated customer solutions: Concept and organizational implementation. Journal of Revenue and Pricing Management 2010, 9(3):228-238. (Nature Publishing Group).
17. Brady T., Davies A., Gann D.M. Creating value by delivering integrated solutions. International Journal of Project Management 2005, 23:360-365.
18. Carr L.P., Ittner C.D. Measuring the cost of ownership. Journal of Cost Management 1992, 6(3):42-51.
19. Cavalieri S., Pezzotta G. Product-service systems engineering: State of the art and research challenges. Computers in Industry 2012, 63(4):278-288.
20. Cohen M.A., Agrawal N., Agrawal V. Winning in the aftermarket. Harvard Business Review 2006, 84:129-138. (May).
21. Cornet E., Katz R., Molloy R., Schädler J., Sharma D., Tipping A. Customer solutions[U+202F]: From pilots to profits 2000, 1-15. (New York).
22. Cova B., Dontenwill E., Salle R. A network approach to the broadening of the offering: Beyond added services 2000, 1-13.
23. Cova B., Salle R. Marketing solutions in accordance with the S-D logic: Co-creating value with customer network actors. Industrial Marketing Management 2008, 37:270-277.
24. Cunha P.F., Duarte J.A.C., Alting L. Development of a productive service module based on a life cycle perspective of maintenance issues. CIRP Annals - Manufacturing Technology 2004, 53(1):13-16.
25. Datta P.P., Roy R. Cost modelling techniques for availability type service support contracts: A literature review and empirical study. CIRP Journal of Manufacturing Science and Technology 2010, 3(2):142-157. (CIRP.).
26. Davies A. Moving base into high-value integrated solutions: A value stream approach. Industrial and Corporate Change 2004, 13(5):727-756.
27. Davies A., Brady T., Hobday M. Charting a path toward integrated solutions. MIT Sloan Management Review 2006, 47(3):37-48.
28. Dubois A., Araujo L. Case research in purchasing and supply management: Opportunities and challenges. Journal of Purchasing and Supply Management 2007, 13(3):170-181.
29. Dubois A., Gadde L.-E. Systematic combining: An abductive approach to case research. Journal of Business Research 2002, 55(7):553-560.
30. Eisenhardt K.M. Building theories from case study research. The Academy of Management Review 1989, 14(4):532.
31. Eisenhardt K.M., Graebner M.E. Theory building from cases: Opportunities and challenges. Academy of Management Journal 2007, 50(1):25-32.
32. Ellram L.M., Siferd S.P. Total cost of ownership: A key concept in strategic cost management decisions. Journal of Business Logistics 1998, 19(1):55-84.
33. Evans C. Modelling service. Business Strategy Review 2007, 18(1):53-60.
34. Frambach R.T., Wels-Lips I., Gündlach A. Proactive product service strategies: An application in the European health market. Industrial Marketing Management 1997, 26(4):341-352.
35. Galbraith J.R. Organizing to deliver solutions. Organizational Dynamics 2002, 31(2):194-207.
36. Gebauer H., Edvardsson B., Gustafsson A., Witell L. Match or mismatch: Strategy-structure configurations in the service business of manufacturing companies. Journal of Service Research 2010, 13(2):198-215.
37. Gebauer H., Friedli T., Fleisch E. Success factors for achieving high service revenues in manufacturing companies. Benchmarking: An International Journal 2006, 13(3):374-386.
38. Gebauer H., Paiola M., Edvardsson B. Service business development in small and medium capital goods manufacturing companies. Managing Service Quality 2010, 20(2):123-139.
39. Gephart R. Qualitative research and the Academy of Management Journal. Academy of Management Journal 2004, 47(4):454-462.
40. Geum Y., Park Y. Designing the sustainable product-service integration: A product-service blueprint approach. Journal of Cleaner Production 2011, 19(14):1601-1614.
41. Gibbert M., Ruigrok W., Wicki B. Research notes and commentaries what passes as a rigorous case study?. Strategic Management Journal 2008, 29:1465-1474.
42. Goedkoop M.J., van Halen C.J.G., te Riele H.R.M., Rommens P.J.M. Product service systems, ecological and economic basics 1999.
43. Goh Y.M., Mcmahon C. Improving reuse of in-service information capture and feedback. Journal of Manufacturing Technology Management 2009, 20(5):626-639.
44. Harker M. The role of marketing in the company turnaround process. Industrial Marketing Management 1998, 27(4):315-327.
45. Heiskanen E., Jalas M. Can services lead to radical eco-efficiency improvements? - A review of the debate and evidence. Corporate Social Responsibility and Environmental Management 2003, 10(4):186-198.
46. Homburg C., Fassnacht M., Guenther C. The role of soft factors in implementing a service-oriented strategy in industrial marketing companies. Journal of Business to Business Marketing 2003, 10(2):23-51.
47. Homburg C., Garbe B. Towards an improved understanding of industrial services: Quality dimensions and their impact on buyer-seller relationships. Journal of Business-to-Business Marketing 1999, 6(2):39-69.
48. Huberman M., Miles M. Data management and analysis methods. Handbook of qualitative research 1994, 428-444. Thousand Oaks, London. N. Denzin, Y. Lincoln (Eds.).
49. Hunt S.D. Foundations of marketing theory: Towards a general theory of marketing 2002, 1-323. (Cincinnati, OH). M.E. Sharpe (Ed.).
50. Jacob F., Ulaga W. The transition from product to service in business markets: An agenda for academic inquiry. Industrial Marketing Management 2008, 37(3):247-253.
51. Johnstone S., Dainty A., Wilkinson A. Integrating products and services through life: An aerospace experience. International Journal of Operations & Production Management 2009, 29(5):520-538.
52. Jovane F., Yoshikawa H., Alting L., Boër C.R., Westkamper E., Williams D., et al. The incoming global technological and industrial revolution towards competitive sustainable manufacturing. CIRP Annals - Manufacturing Technology 2008, 57(2):641-659.
53. Kindström D., Kowalkowski C. Development of industrial service offerings: A process framework. Journal of Service Management 2009, 20(2):156-172.
54. Kindström D., Kowalkowski C. Service innovation in product-centric firms: A multidimensional business model perspective. Journal of Business & Industrial Marketing 2014, 29(2):151-163.
55. Koivuaho M., Laihonen H. Building synergies in industrial service production through life cycle thinking and complexity based knowledge management. Proceedings of ICSSSM '05 2005, Vol. 2:874-879.
56. Kowalkowski C. The service function as a holistic management concept. Journal of Business & Industrial Marketing 2011, 26(7):484-492.
57. Kowalkowski C., Brehmer P.-O., Kindström D. Managing industrial service offerings: Requirements on content and processes. International Journal of Services, Technology and Management 2009, 11(1):42-63.
58. Kujala S., Artto K., Aaltonen P., Turkulainen V. Business models in project-based firms - Towards a typology of solution-specific business models. International Journal of Project Management 2010, 28(2):96-106.
59. Kumar R., Kumar U. A conceptual framework for the development of a service delivery strategy for industrial systems and products. Journal of Business & Industrial Marketing 2004, 19(5):310-319.
60. Kuo T.C., Ma H.-Y., Huang S.H., Hu A.H., Huang C.S. Barrier analysis for product service system using interpretive structural model. The International Journal of Advanced Manufacturing Technology 2009, 49(1-4):407-417.
61. LaLonde B.J., Zinszer P.H. Customer service meaning and measurement 1976, National Council of Physical Distribution Management, Chicago.
62. Lee H.M., Lu W.F., Song B., Shen Z., Yang Z., Gay R.K.L. A framework for integrated manufacturing and product service system: Integrating service operations into product life cycle. International Journal of Services Operations and Informatics 2007, 2(1):81-1001.
63. Lelah A., Mathieux F., Brissaud D. Contributions to eco-design of machine-to-machine product service systems: The example of waste glass collection. Journal of Cleaner Production 2011, 19(9-10):1033-1044.
64. Lightfoot H., Baines T.S., Smart P. The servitization of manufacturing: A systematic literature review of interdependent trends. International Journal of Operations & Production Management 2013, 33(11):1408-1434.
65. Lusch R.F., Vargo S.L., Tanniru M. Service, value networks and learning. Journal of the Academy of Marketing Science 2009, 38(1):19-31.
66. Manzini E., Vezzoli C. A strategic design approach to develop sustainable product service systems: Examples taken from the "environmentally friendly innovation" Italian prize. Journal of Cleaner Production 2003, 11(8):851-857.
67. Markeset T., Kumar U. Design and development of product support and maintenance concepts for industrial systems. Journal of Quality in Maintenance 2003, 9(4):376-392.
68. Markeset T., Kumar U. Product support strategy: Conventional versus functional products. Journal of Quality in Maintenance 2005, 11(1):53-67.
69. Martinez V., Bastl M., Kingston J., Evans S. Challenges in transforming manufacturing organisations into product-service providers. Journal of Manufacturing Technology Management 2010, 21(4):449-469.
70. Mathieu V. Product services: From a service supporting the product to a service supporting the client. Journal of Business & Industrial Marketing 2001, 16(1):39-61.
71. Mathieu V. Service strategies within the manufacturing sector: Benefits, costs and partnership. International Journal of Service Industry Management 2001, 12(5):451-475.
72. Matthyssens P., Vandenbempt K. Moving from basic offerings to value-added solutions: Strategies, barriers and alignment. Industrial Marketing Management 2008, 37(3):316-328.
73. Maussang N., Zwolinski P., Brissaud D. Product-service system design methodology: From the PSS architecture design to the products specifications. Journal of Engineering Design 2009, 20(4):349-366.
74. Maxwell D., Sheate W., van der Vorst R. Functional and systems aspects of the sustainable product and service development approach for industry. Journal of Cleaner Production 2006, 14(17):1466-1479.
75. Maxwell D., van der Vorst R. Developing sustainable products and services. Journal of Cleaner Production 2003, 11:883-895.
76. Meier H. Life cycle-based service design for innovative business models. CIRP Annals - Manufacturing Technology 2004, 53(1):393-396.
77. Molloy E.-M., Siemieniuch C., Sinclair M. Decision-making systems and the product-to-service shift. Journal of Manufacturing Technology Management 2009, 20(5):606-625.
78. Mont O. Clarifying the concept of product-service system. Journal of Cleaner Production 2002, 10(3):237-245.
79. Mont O., Dalhammar C., Jacobsson N. A new business model for baby prams based on leasing and product remanufacturing. Journal of Cleaner Production 2006, 14(17):1509-1518.
80. Newbert S.L. Empirical research on the resource-based view of the firm: An assessment and suggestions for future research. Strategic Management Journal 2007, 146:121-146. (September 2005).
81. Nordin F. Managing the process of adopting service logic in collaboration with suppliers. Journal of Change Management 2004, 4(4):339-350.
82. Nordin F., Kowalkowski C. Solutions offerings: A critical review and reconceptualisation. Journal of Service Management 2010, 21(4):441-459.
83. Oliva R., Kallenberg R. Managing the transition from products to services. International Journal of Service Industry Management 2003, 14(2):160-172.
84. Östlin J., Sundin E., Björkman M. Product life-cycle implications for remanufacturing strategies. Journal of Cleaner Production 2009, 17(11):999-1009.
85. Paiola M., Saccani N., Perona M., Gebauer H. Moving from products to solutions: Strategic approaches for developing capabilities. European Management Journal 2013, 31(4):390-409.
86. Patton M.Q. Qualitative research and evaluation methods 2002, Sage, Thousand Oaks, CA. Third ed.
87. Pawar K.S., Beltagui A., Riedel J.C.K.H. The PSO triangle: Designing product, service and organisation to create value. International Journal of Operations & Production Management 2009, 29(5):468-493.
88. Penttinen E., Palmer J. Improving firm positioning through enhanced offerings and buyer-seller relationships. Industrial Marketing Management 2007, 36(5):552-564.
89. Phumbua S., Tjahjono B. Towards product-service systems modelling: A quest for dynamic behaviour and model parameters. International Journal of Production Research 2012, 50(2):425-442.
90. Potts G.W. Exploit your product's service life cycle. Harvard Business Review 1988, 32-36. (September-October).
91. Prahalad C.K., Ramaswamy V. Co-opting customer competence. Harvard Business Review 2000, 79-87. (January-February).
92. Raddats C.O. Aligning industrial services with strategies and sources of market differentiation. Journal of Business & Industrial Marketing 2011, 26(5):332-343.
93. Raddats C.O., Burton J., Ashman R. Resource configurations for services success in manufacturing companies. Journal of Service Management 2015, 26.
94. Rese M., Strotmann W.-C., Karger M. Which industrial product service system fits best? Evaluating flexible alternatives based on customers' preference drivers. Journal of Manufacturing Technology Management 2009, 20(5):640-653.
95. Robotis A., Bhattacharya S., Van Wassenhove L.N. Lifecycle pricing for installed base management with constrained capacity and remanufacturing. Production and Operations Management 2012, 21(2):236-252.
96. Roegner E., Seifert T., Swinford D. Putting a price on solutions. The McKinsey Quarterly 2001, 3:94-97.
97. Roehrich J.K., Caldwell N.D. Delivering integrated solutions in the public sector: The unbundling paradox. Industrial Marketing Management 2012, 41(6):995-1007.
98. Roy R. Sustainable product-service systems. Futures 2000, 32(3-4):289-299.
99. Roy R., Cheruvu K.S. A competitive framework for industrial product-service systems. International Journal of Internet Manufacturing and Services 2009, 2(1):4-29.
100. Sakao T., Sandström G.Ö., Matzen D. Framing research for service orientation of manufacturers through PSS approaches. Journal of Manufacturing Technology Management 2009, 20(5):754-778.
101. Salonen A. Service transition strategies of industrial manufacturers. Industrial Marketing Management 2011, 40(5):683-690.
102. Samli A.C., Jacobs L.W., Wills J. What presale and postsale services do you need to be competitive. Industrial Marketing Management 1992, 21(1):33-41.
103. Sawhney M. Going beyond the product: Defining, designing and delivering customer solutions. The service dominant logic of marketing dialogue debate and directions 2006, 365-380. M.E. Sharpe. S.L. Vargo, R.F. Lusch (Eds.).
104. Sawhney M., Balasubramanian S., Krishnan V.V. Creating growth with services. MIT Sloan Management Review 2004, 45(2):34-43.
105. Shafiee M., Chukova S., Yun W.Y. Optimal burn-in and warranty for a product with post-warranty failure penalty. The International Journal of Advanced Manufacturing Technology 2013, 70(1-4):297-307.
106. Siggelkow N. Persuasion with case studies. Academy of Management Journal 2007, 50(1):20-24.
107. Slater S.F. The challenge of sustaining competitive advantage. Industrial Marketing Management 1996, 25(1):79-86.
108. Storbacka K., Windahl C., Nenonen S., Salonen A. Solution business models: Transformation along four continua. Industrial Marketing Management 2013, 42(5):705-716.
109. Stremersch S., Wuyts S., Frambach R.T. The purchasing of full-service contracts: An exploratory study within the industrial maintenance market. Industrial Marketing Management 2001, 30:1-12.
110. Sundin E., Lindahl M., Ijomah W. Product design for product/service systems: Design experiences from Swedish industry. Journal of Manufacturing Technology Management 2009, 20(5):723-753.
111. Tillmann P.A., Tzortzopoulos P., Formoso C.T. Redefining healthcare infrastructure: Moving toward integrated solutions. Herd 2010, 3(2):84-96.
112. Tranfield D., Denyer D., Smart P. Towards a methodology for developing evidence-informed management knowledge by means of systematic review. British Journal of Management 2003, 14(3):207-222.
113. Tuli K.R., Kohli A.K., Bharadwaj S.G. Rethinking customer solutions: From product bundles to relational processes. Journal of Marketing 2007, 71(3):1-17.
114. Ulaga W., Reinartz W.J. Hybrid offerings: How manufacturing firms combine goods and services successfully. Journal of Marketing 2011, 75:5-23. (November).
115. Van Weenen J.C. Towards sustainable product development. Journal of Cleaner Production 1995, 3(1-2):95-100.
116. Vandermerwe S., Rada J. Servitization of business: Adding value by adding services. European Management Journal 1988, 6(4):314-324.
117. Velamuri V.K., Neyer A.-K., Möslein K.M. Hybrid value creation: A systematic review of an evolving research area. Journal für Betriebswirtschaft 2011, 61(1):3-35.
118. Visnjic Kastalli I., Van Looy B. Servitization: Disentangling the impact of service business model innovation on manufacturing firm performance. Journal of Operations Management 2013, 31(4):169-180.
119. Wang P.P., Ming X.G., Li D., Kong F.B., Wang L., Wu Z.Y. Status review and research strategies on product-service systems. International Journal of Production Research 2011, 49(22):6863-6883.
120. Ward Y., Graves A. Through-life management: The provision of integrated customer solutions by aerospace manufacturers (No. 2005.14). University of Bath School of Management working paper series 2005, (Bath).
121. Wikström K., Hellström M., Artto K., Kujala J., Kujala S. Services in project-based firms - Four types of business logic. International Journal of Project Management 2009, 27(2):113-122.
122. Windahl C., Andersson P., Berggren C., Nehler C. Manufacturing firms and integrated solutions: Characteristics and implications. European Journal of Innovation Management 2004, 7(3):218-228.
123. Windahl C., Lakemond N. Integrated solutions from a service-centered perspective: Applicability and limitations in the capital goods industry. Industrial Marketing Management 2010, 39:1278-1290.
124. Wise R., Baumgartner P. Go downstream the new profit imperative in manufacturing. Harvard Business Review 1999, 133-142. (September-October).
125. Yin R.K. Case study research: Design and methods 1994, Sage, Newbury Park, CA. 2nd ed.