Hostname: page-component-76fb5796d-5g6vh Total loading time: 0 Render date: 2024-04-25T22:10:12.268Z Has data issue: false hasContentIssue false
  • English
  • Français

Importance of industrial services and service innovations

Published online by Cambridge University Press:  02 February 2015

Marion Weissenberger-Eibl  and
Daniel Jeffrey Koch
Marion Weissenberger-Eibl
Affiliation:
Department of Innovation and Technology Management, Kassel University, Kassel, Germany
Daniel Jeffrey Koch
Affiliation:
Department of Innovation and Technology Management, Kassel University, Kassel, Germany
Get access Rights & Permissions [Opens in a new window]

Abstract

The service sector in general has become far more important in recent decades. This development can also be seen with respect to services in the investment goods industry or in the so called provision of industrial services. This paper raises the issue that industrial services are the main growth driver of today's economies and have a major potential for companies to increase their revenues. After the introduction and a short definition of services and service systems the paper will clarify the importance of industrial services on a theoretical basis. The paper aims to enhance the service systems model to broaden the understanding of the development of service innovations in the investment goods industry. The service systems approach will be used to discuss the influences on the development of service innovations on a theoretical basis.

Keywords

industrial servicesservice systemservice innovation
Type
Research Article
Information
Journal of Management & Organization , Volume 13 , Issue 2 , June 2007 , pp. 88 - 101
Copyright
Copyright © Cambridge University Press and Australian and New Zealand Academy of Management 2007

Access options

Get access to the full version of this content by using one of the access options below. (Log in options will check for institutional or personal access. Content may require purchase if you do not have access.)

References

Abe, T (2005) What is Services Science? The Fujitsu Research Institute, Research Report No. 246, 12.Google Scholar
Alam, I (2006) Removing the fuzziness from the fuzzy front end of service innovations through customer interactions, Industrial Marketing Management 35: 468–480.Google Scholar
Albach, H (1989a) Dienstleistungsunternehmen in Deutschland, Zeitschrift für Betriebswirtschaft. 59(4): 397–420.Google Scholar
Albach, H (1989b) Dienstleistungsunternehmen in der modernen Industriegesellschaft, Schriften des Bundeskanzleramtes, München.Google Scholar
Allmendinger, G and Lombreglia, R (2005) Four strategies fort he Age of smart services, Harvard Business Review 10: 131–143.Google Scholar
Ark, B van, Broersma, L and Hertog, P den (2003) Service Innovation, Performance and Policy: A review, Synthesis Report in the Framework of the Project Structural Information Provision on Innovation in Service (SIID), Directorate General for Innovation of the Ministry of Economics Affaire in Netherlands.Google Scholar
Auramo, J and Ala-Risku, T (2005) Challenges for going downstream, International Journal of Logistics: Research and Applications 8(4): 333–345.Google Scholar
Barras, R (1986) New Technology and the new Services: Towards an innovation strategy for Europe, Futures 18(6): 748–772.Google Scholar
Berry, L (1987) Big Ideas in Services Marketing, The Journal of Services Marketing 1(1): 5–11.Google Scholar
Bitner, MJ and Brown, SW (2006) The Evolution and Discovery of Service Science in Business Schools in Spohrer, J and Riecken, D (Eds) Services Science, Communications of the ACM 49(7): 73–78.Google Scholar
Boström, G-O (1995) Successful Cooperation in Professional Services, Industrial Marketing Management 24: 151–165.Google Scholar
Brentani, U de (1989) Success and Failure in New industrial Services, Journal of Production Innovation Management 6: 239–258.Google Scholar
Brentani, U de (1995) Firm Size: Implications for Achieving Success in New Industrial Services, Journal of Marketing Management 11: 207–225.Google Scholar
Brentani, U de and Ragot, E (1996) Developing new Business-to-Business Professional services: What factors impact Performance? Industrial Marketing Management 25: 517–530.Google Scholar
Bullinger, H-J, Fähnrich, K-P and Meiren, T (2003) Service engineering – methodical development of new service products, International Journal Production Economics 85: 275–287.Google Scholar
Bundschuh, RG and Dezvane, TM (2003) How to make after sales services pay off, The McKinsey Quarterly 4: 1–7.Google Scholar
Brax, S (2005) Viewing Knowledge-Intensive Business Services as Systems, Frontiers of E-Business Research: 347–359.Google Scholar
Bryson, JR and Monnoyer, C (2004) Understanding the Relationship between Services and Innovation: The RESER Review of the European Service Literature on Innovation, The Service Industries Journal 24(1): 205–222.Google Scholar
Casagranda, M (1994) Industrielles Service-Management, Gabler, Wiesbaden.Google Scholar
Chase, RB (1978) Where does the customer fit in a service operation? Harvard Business Review 11–December: 137–145.Google Scholar
Chesbrough, H and Spohrer, J (2006) ‘A Research Manifesto for Services Science’ in Spohrer, J and Riecken, D (Eds) Services Science, Communications of the ACM 49(7): 35–40.Google Scholar
Corsten, H (1997) Dienstleistungsmanagement. 3. völlig neu bearbeitetet und wesentlich erweiterte Auflage R Oldenbourg Verlag, München.Google Scholar
Donabedian, A (1980) Explorations in Quality Assessment and Monitoring, Volume I: The Definition of Quality and Approaches to its Assessment. Health Administration Press, Ann Arbor, MI.Google Scholar
Edvardson, B and Olsson, J (1996) Key Concepts for new service development, The Service Industries Journal 16(2): 140–164.Google Scholar
Edvardsson, B (1997) Quality in new service development: Key concepts and a frame of reference, International Journal of Production Economics 52: 31–46.Google Scholar
Fähnrich, K-P and Meiren, T (1999) Service Engineering: Ergebnisse einer empirischen Studie zum Stand der Dienstleistungsentwicklung in Deutschland. IRB, Stuttgart.Google Scholar
Fisk, RP (1999) Wiring and growing the technology of international services marketing, Journal of Services Marketing 13(4/5): 311–318.Google Scholar
Fitzsimmons, JA and Fitzsimmons, MJ (2004) Service Management (4th ed.) Irwin, Boston.Google Scholar
Gallouj, F (2003) Innovation in services and the attendance old and new myths, Journal of Socio-Economics, 31(2): 137–151.Google Scholar
Gallouj, F and Weinstein, O (1997) Innovation in services, Research Policy 26: 537–556.Google Scholar
Grönross, C (1993) From Scientific Management to Service Management, International Journal of Service Industry Management 5 (1): 5–20.Google Scholar
Grosse, R (1996) International Technology Transfer in Services, Journal of international Business Studies Fourth Quarter: 781–800.Google Scholar
Gustafsson, A and Johnson, MD (2003) Competing in a Service Economy: How to create a competitive Advantage through Service Development and Innovation, Jossey-Bass, San Francisco.Google Scholar
Hidaka, K (2006) Trends in Service Science in Japan and abroad, Quartely Review (19) 04: 35–47.Google Scholar
Hill, P (1999) Tangibles, intangibles and services: a new taxonomy for the classification of output, Canadian Journal of Economics 32 (2) 04: 426–447.Google Scholar
Homburg, C and Garbe, B (1994) Industrielle Dienstleistungen: Bestandsaufnahme und Entwicklungsrichtungen, ZfB 66 (3): 253–282.Google Scholar
Karmarkar, U (2004) Will you survive the services Revolution?Harvard Business Review, 06: 100–107.Google Scholar
Levitt, T (1972) Production-Line Approach to Services, Harvard Business Review, 09–October: 2–14.Google Scholar
Lovelock, CH (1983) Classifying Services to gain strategic marketing insights, Journal of Marketing (47) Summer: 9–20.Google Scholar
Lovelock, CH (1992) Are Services Really Different, Lovelock, CH (Eds) Managing Services: Marketing, Operations, and Human Resources, second edition, Prentice Hall, Eaglewood Cliffs: 1–8.Google Scholar
Lovelock, CH and Wright, L (2002) Principles of service marketing and management, second edition, Prentice-Hall, Upper Saddle River.Google Scholar
Luczak, H and Sontow, K (1998) Dienstleistungspotentiale im Maschinen- und Anlagenbau, Bullinger, HJ and Zahn, E (Eds) Dienstleistungsoffensive, Schäffer-Poeschel, Stuttgart: 263–290.Google Scholar
Luczak, H, Winkelmann, K and Hoeck, H (2004) Internationalisierung von industriellen Dienstleistungen, Bruhn, M and Stauss, B (Eds) Internationalisierung von Dienstleistungen Gabler Wiesbaden: 391–413.Google Scholar
Maglio, P (2006) Service Systems, Service Scientists, SSME and Innovation, Spohrer, J and Riecken, D (Eds) Services Science, Communications of the ACM 49(7): 81–85.Google Scholar
Meffert, H and Bruhn, M (2000) Dienstleistungsmarketing: Grundlagen, Konzepte, Methoden, Gabler, Wiesbaden.Google Scholar
Miles, I (2000) Services Innovation: Coming of Age in the Knowledge based economy, International Journal of Innovation Management 4 (4): 371–389.Google Scholar
OECD (2000) Science Technology Industry: The Service Economy, Organization for Economic CoOperation and Development, Business and Industry Policy Forums Series, OECD Publications, Paris.Google Scholar
OECD (2005) Growth in Services, Organization for Economic Co-Operation and Development, OECD Publications, Paris.Google Scholar
Paulson, LD (2006) Service Science: A new field for today's economy, IEEE Computer Society 08: 18–21.Google Scholar
Rust, RT and Miu, C (2006) What Academic Research tells us about services, Spohrer, J and Riecken, D (Eds) Services Science, Communications of the ACM 49 (7): 49–54.Google Scholar
Sasser, EW (1976) Match Supply and Demand in Service Industries, Harvard Business Review 11–December: 132–140.Google Scholar
Sheehan, J (2006) Understanding Service Sector Innovation, Spohrer, J and Riecken, D (Eds) Services Science, Communications of the ACM 49 (7): 43–47.Google Scholar
Shostack, GL (1987) Service Positioning Through Structural Change, Journal of Marketing (51) 01: 34–43.Google Scholar
Selden, L and MacMillan, IC (2006) Manage Customer-Centric Innovation Systematically, Harvard Business Review 04: 108–116.Google Scholar
Spohrer, J and Riecken, D (2006) Services Science, Spohrer, J and Riecken, D (Eds) Services Science, Communications of the ACM 49 (7): 31–32.Google Scholar
Toivonen, M and Tuominen, T (2006) Emergence of Innovations in Services: Theoretical Discussions and two case studies, International ProACT Conference, Tampere, Finland.Google Scholar
Weissenberger-Eibl, M (2004) Wandel durch Markt-Struktur-Innovation und Nachhaltigkeit, Weissenberger-Eibl, M (Eds) Unternehmen im Umbruch - Konzepte, Instrumente, Erfolgsmuster, Rosenheim: 1–36.Google Scholar
Weissenberger-Eibl, M (2005) Innovation durch koordinierte Kooperation, in: Weissenberger-Eibl, M (Eds) Gestaltung von Innovationssystemen, Kassel: 1–34.Google Scholar
Weissenberger-Eibl, M and Koch, DJ (2005a) The internalization of technology related services, Global Business and Technology Association (Eds.) Global markets in dynamic environments: Making positive connections through strategy, technology and knowledge, Lisbon: 1258–1265.Google Scholar
Weissenberger-Eibl, M and Koch, DJ (2005b) Internationalization of RFID related services, Reichl, H (Eds) Micro System Technologies, Poing: 420–427.Google Scholar
Wise, R and Baumgartner, P (1999) Go downstream: The new profit imperative in Manufacturing, Harvard Business Review 09–October: 133–141.Google Scholar
Zeithaml, V and Bitner, MJ (2003) Services Marketing, McGraw-Hill, Boston.Google Scholar