Examples of empirical studies revealing aspects challenging or supporting customer adoption and use of advanced industrial services
| Source | Method and context | Challenges and drivers of customer adoption and use of (advanced) services |
|---|---|---|
| Baines and Lightfoot (2013) | Multiple-case study with four manufacturers successful in servitization | Defining principles and processes to support effective delivery of services/solutions Different cultures and mindsets among customers – different perceptions of acceptable service |
| Baines et al. (2013) | Multiple-case study with four cases | Flexibility, relationship building, service-centricity, authenticity, technically adept and resilience were perceived as characteristics in service delivery leading to positive customer experience |
| Brax and Jonsson (2009) | Comparative two-case study with two manufacturers entering condition-based maintenance | Technical problems Technicians not using the new systems; laborious and expensive software Lack of resourcing to customer support Sales personnel not proactively selling the solution No tools for managing the maintenance business Lack of trust between manufacturer and customers (protectiveness) |
| Raja et al. (2013) | Embedded case study with four customers of one manufacturer | Customers need knowledge about the offered solutions Customers want the supplier to understand their business, help them improve its performance Good relational dynamics and access to help when needed, important for customer satisfaction Also, range of product & service offerings, delivery, price and locality important attributes of value-in-use |
| Vaittinen et al. (2018) | Embedded case study with three customers of one servitizing manufacturer | Insecurity, distrust that the services would work and concern over security of their information Discomfort in the form of fear about lacking control over service implementation Habits of doing things oneself and goods-centric culture |
| Westergren (2011) | Case study with one system manufacturer and its three industrial customers using its remote monitoring system (RMS) | Need to create value for the supplier and the customer Increased need for mutual understanding and cooperation New knowledge and skills required for using the RMS; need to exchange this knowledge between the firms Complexity in the partner network – different systems for control across firms Customer’s risk of losing hands-on knowledge and, thereby, control over maintenance processes |
| Source | Method and context | Challenges and drivers of customer adoption and use of (advanced) services |
|---|---|---|
| Multiple-case study with four manufacturers successful in servitization | Defining principles and processes to support effective delivery of services/solutions | |
| Multiple-case study with four cases | Flexibility, relationship building, service-centricity, authenticity, technically adept and resilience were perceived as characteristics in service delivery leading to positive customer experience | |
| Comparative two-case study with two manufacturers entering condition-based maintenance | Technical problems | |
| Embedded case study with four customers of one manufacturer | Customers need knowledge about the offered solutions | |
| Embedded case study with three customers of one servitizing manufacturer | Insecurity, distrust that the services would work and concern over security of their information | |
| Case study with one system manufacturer and its three industrial customers using its remote monitoring system (RMS) | Need to create value for the supplier and the customer |
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