| 3O1 | Recruiting and training a dedicated salesforce that has the skills and knowledge necessary for selling services | Baines et al. (2009), Gebauer et al. (2005), Huikkola et al. (2016), Kindstrom et al. (2015), Oliva and Kallenberg (2003), Paiola et al. (2013), Ulaga and Reinartz (2011), Auguste et al. (2006), Baik et al. (2019), Dang et al. (2019), Jovanovic et al. (2019), Yan et al. (2019) |
| 3O2 | Recruiting and training service technicians (frontline employees) who have the skills and knowledge necessary for service provision | Baines and Lightfoot (2014), Baines et al. (2013), Gebauer et al. (2013), Huikkola et al. (2016), Neu and Brown (2005), Parida et al. (2014), Ulaga and Reinartz (2011), Baik et al. (2019), Dang et al. (2019), Jovanovic et al. (2019), Brax (2005) |
| 3O3 | Deploying the facilities necessary for services physically close to a customer's operations | Baines et al. (2012), Baines and Lightfoot (2014), Baines et al. (2009), Oliva and Kallenberg (2003), Story et al. (2017), Kindstrom and Kowalkowski (2009) |
| 3O4 | Decentralizing the decision-making authority regionally to develop new or improve current services | Alghisi and Saccani (2015), Kindstrom and Kowalkowski (2014), Kindström et al. (2013), Neu and Brown (2005), Kindstrom and Kowalkowski (2009) |
| 3O5 | Defining the organizational distinctiveness between the product and service businesses to establish a service culture | Gremyr et al. (2010), Huikkola et al. (2016), Oliva and Kallenberg (2003), Gebauer et al. (2010), Oliva et al. (2012), Fischer et al. (2010), Kohtamäki (2020) |
| 3O6 | Sharing the resources necessary for the service business between the product and service organizations | Adrodegari and Saccani (2017), Baines et al. (2009), Coreynen et al. (2017), Gebauer et al. (2005), Neu and Brown (2005), Parida et al. (2014), Story et al. (2017), Kohtamäki (2020) |