Table IV Readiness for new services in... | Emerald Publishing

Table IV

Readiness for new services in customer companies and its correspondence to requirements for manufacturer’s salespeople

Readiness for new services among manufacturer’s salespeople	Customer firms’ service conditions and organizational readiness to adopt new services
Need to understand and define the service need (e.g. Kindström et al., 2015; Ulaga and Loveland, 2014)	Service context: Work needed to make the service usable E.g. clarifying the current situation, providing knowledge required for the service, updating needed equipment, planning and creating systems for data collection and sharing
Importance of relational dynamics and increased customer communication (e.g. Raja et al., 2013; Ulaga and Loveland, 2014)	Supplier relation: Supplier management work needed E.g. planning contracts, making required supplier checks, specifying service further, agreeing on practicalities
Need to understand customers’ business and processes to adapt the service to their need (e.g. Kindström et al., 2015; Neu and Brown, 2005)	Organizational habits and culture: Need for deeper changes in ways of working and in organizational mindset E.g. trusting that the supplier can handle things, getting people excited about using a new service when it needs to be actively used, open attitude to technologies, overcoming long traditions of doing things a certain way Current habits showing some readiness E.g. the practice of keeping the company’s own employees to a minimum

Readiness for new services among manufacturer’s salespeople	Customer firms’ service conditions and organizational readiness to adopt new services
Need to understand and define the service need (e.g. Kindström et al., 2015; Ulaga and Loveland, 2014)	Service context:Work needed to make the service usableE.g. clarifying the current situation, providing knowledge required for the service, updating needed equipment, planning and creating systems for data collection and sharing
Importance of relational dynamics and increased customer communication (e.g. Raja et al., 2013; Ulaga and Loveland, 2014)	Supplier relation:Supplier management work neededE.g. planning contracts, making required supplier checks, specifying service further, agreeing on practicalities
Need to understand customers’ business and processes to adapt the service to their need (e.g. Kindström et al., 2015; Neu and Brown, 2005)	Organizational habits and culture:Need for deeper changes in ways of working and in organizational mindsetE.g. trusting that the supplier can handle things, getting people excited about using a new service when it needs to be actively used, open attitude to technologies, overcoming long traditions of doing things a certain wayCurrent habits showing some readinessE.g. the practice of keeping the company’s own employees to a minimum