Literature-based salesperson analysis framework and inductively created customer analysis framework for needed service adoption and readiness aspects
| Literature | Manufacturer, internal | Manufacturer’s customers |
|---|---|---|
| Service offering and packaging (e.g. Groß et al., 2017; Raja et al., 2013) | Service offering, different ways with different customers | Service conditions: Varying service processes, multiple and varying decision makers, decision criteria |
| Need to understand and define the service need (e.g. Kindström et al., 2015; Ulaga and Loveland, 2014) | Gaining information about customer needs | Service context: Preparatory work needed to make service usable |
| Importance of relational dynamics, increased customer communication (e.g. Raja et al., 2013; Ulaga and Loveland, 2014) | Customers’ role in service sales and implementation | Supplier relations: Supplier management work needed |
| Need to understand customers’ business and processes to adapt the service to their need (e.g. Kindström et al., 2015; Neu and Brown, 2005) | Needed knowledge about customer processes | Organizational habits and culture: Need for deeper changes in the way of working and in the organizational mindset; current habits showing some readiness |
| Literature | Manufacturer, internal | Manufacturer’s customers |
|---|---|---|
| Service offering and packaging (e.g. | Service offering, different ways with different customers | Service conditions: |
| Need to understand and define the service need (e.g. | Gaining information about customer needs | Service context: |
| Importance of relational dynamics, increased customer communication (e.g. | Customers’ role in service sales and implementation | Supplier relations: |
| Need to understand customers’ business and processes to adapt the service to their need (e.g. | Needed knowledge about customer processes | Organizational habits and culture: |
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