... initiatives. This article addresses this challenge by developing a prescriptive learning organization framework to support change management in servitization. Design/methodology/approach This research employs a framework-based review to synthesize the scattered literature on service-driven learning...

... and using the concept, they observed actual processes of overcoming the challenges of servitization. Servitization Business game concept Change management Customer awareness Quality management Servitization (Vandermerwe and Rada, 1988) represents a timely strategic choice for manufacturers...

...Ziaul Huq Purpose This paper focuses on six change management issues that address quality management practices in the service sector, difficulty in taking a holistic approach to total quality management (TQM) implementation in the service environment, and the challenges of delivering...

... management Customer services quality Change management Since the mid‐1980s the public sector has undergone something of a “service revolution” (Skelcher, 1992). Throughout the 1990s this has gathered momentum and, as Woolridge (2002, p. 28) asserts, “we are probably in the midst of the most...

.... Standard Life may not be a totally customer‐driven company yet, but it is certainly learning to act like one. This article is a shortened form of a conference paper with permission from Forum Europe Limited. © MCB UP Limited 1995 Customer care Change management TQM Founded...