Table 2 Data structure First-order codes... | Emerald Publishing

Table 2

Data structure

First-order codes	Second-order categories	Dimensions
Internal salespeople • Being comfortable with services and proactive in selling services External salespeople • Being comfortable with services and proactive in selling services Customers • Being proactive in asking for services • Appreciating the focal company’s service	Attitude towards services How different actors feel about the service business and the case company’s services?	General service requirements
Service managers • Data access to develop, pilot and deliver services Internal salespeople • Collaboration with the service unit during the sales process External salespeople • Support from the focal company • A positive reciprocal relationship and knowing the focal company’s people Customers • Understanding impacts on dependency and relationship building	Reliance How different actors support one another in the process of offering services?
Internal salespeople • Knowledge of service offering, service portfolio and prices • Characteristics and values of certain services External salespeople • Knowledge of service offering, service portfolio and prices • Characteristics and values of specific services Customers • Understanding links to existing systems and operation	Knowledge of installed base of equipment and services How different actors know about different products and service offerings of the case company? How well they know the characteristics of the installed base of equipment and related services?
Internal salespeople • Reliability of basic services External salespeople • Responsiveness in delivering spare parts and supporting customers Customers • Perceived service quality, expertise and reachability of on-site maintenance	Service reputation How different actors perceive the quality and reliability of existing services through the past experience?
Service managers • Value proposition communication (internally/to customers) • Customer understanding of service value Internal salespeople • Understanding service value • Customers’ understanding of service value External salespeople • Customers’ understanding of their service needs • Customers should gamble less (i.e. could they go one more year without some service and save money) Customers • Understanding the offered service concept(s) • Understanding service value (benefits vs sacrifices)	Service value How the benefits that a customer receives exceed the price paid for smart services, and what kind of value the actors perceive that they get from the services?	Smart service specific requirements
Internal salespeople • Solution reliability • Service capabilities (resource availability and expertise) External salespeople • Faster responses from the case company • Trust in service quality Customers • Solution reliability • Coping with technological change and development	Service reliability How well the system maintains its promised level of quality over time? How well smart service delivery fulfils the service promise in terms of responsiveness and quality of service delivery?
Service managers • Service capabilities (resource availability and expertise) • Customer service capabilities Internal salespeople • Salespeople competence • A clear service sales process and material • Training on service sales Customers • Focal company’s service capability (resource availability and expertise)	Competence How each actor has the right knowledge and skills regarding smart services? How the focal company supports different actors in developing their competences?
Service managers • Secure data access • Data management and ownership Customers • Data security	Data security and management How well the data are secured, and that data management and ownership can be handled?

First-order codes	Second-order categories	Dimensions
Internal salespeople• Being comfortable with services and proactive in selling servicesExternal salespeople• Being comfortable with services and proactive in selling servicesCustomers• Being proactive in asking for services• Appreciating the focal company’s service	Attitude towards servicesHow different actors feel about the service business and the case company’s services?	General service requirements
Service managers• Data access to develop, pilot and deliver servicesInternal salespeople• Collaboration with the service unit during the sales processExternal salespeople• Support from the focal company• A positive reciprocal relationship and knowing the focal company’s peopleCustomers• Understanding impacts on dependency and relationship building	RelianceHow different actors support one another in the process of offering services?
Internal salespeople• Knowledge of service offering, service portfolio and prices• Characteristics and values of certain servicesExternal salespeople• Knowledge of service offering, service portfolio and prices• Characteristics and values of specific servicesCustomers• Understanding links to existing systems and operation	Knowledge of installed base of equipment and servicesHow different actors know about different products and service offerings of the case company?How well they know the characteristics of the installed base of equipment and related services?
Internal salespeople• Reliability of basic servicesExternal salespeople• Responsiveness in delivering spare parts and supporting customersCustomers• Perceived service quality, expertise and reachability of on-site maintenance	Service reputationHow different actors perceive the quality and reliability of existing services through the past experience?
Service managers• Value proposition communication (internally/to customers)• Customer understanding of service valueInternal salespeople• Understanding service value• Customers’ understanding of service valueExternal salespeople• Customers’ understanding of their service needs• Customers should gamble less (i.e. could they go one more year without some service and save money)Customers• Understanding the offered service concept(s)• Understanding service value (benefits vs sacrifices)	Service valueHow the benefits that a customer receives exceed the price paid for smart services, and what kind of value the actors perceive that they get from the services?	Smart service specific requirements
Internal salespeople• Solution reliability• Service capabilities (resource availability and expertise)External salespeople• Faster responses from the case company• Trust in service qualityCustomers• Solution reliability• Coping with technological change and development	Service reliabilityHow well the system maintains its promised level of quality over time?How well smart service delivery fulfils the service promise in terms of responsiveness and quality of service delivery?
Service managers• Service capabilities (resource availability and expertise)• Customer service capabilitiesInternal salespeople• Salespeople competence• A clear service sales process and material• Training on service salesCustomers• Focal company’s service capability (resource availability and expertise)	CompetenceHow each actor has the right knowledge and skills regarding smart services?How the focal company supports different actors in developing their competences?
Service managers• Secure data access• Data management and ownershipCustomers• Data security	Data security and managementHow well the data are secured, and that data management and ownership can be handled?