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A theoretical framework for a successful product centred service delivery

Adonis, Robert and Tolstoy, Dag (2018) MIOM05
Production Management
Abstract
Many companies today are introducing services in their portfolios as a result of globalization and increased competition. Service offerings are however significantly different from product offerings both in terms of company resources and processes and customer perceived value. A stronger service orientation includes a focus on relational and process aspects as opposed to transactional and product but some authors even argue that products and services entail completely different logics.
The purpose of this master thesis is to explore what internal activities are important in delivering a long-term product centred service. The master thesis follows a single case study approach of a company that due to secrecy is called Company X and their... (More)
Many companies today are introducing services in their portfolios as a result of globalization and increased competition. Service offerings are however significantly different from product offerings both in terms of company resources and processes and customer perceived value. A stronger service orientation includes a focus on relational and process aspects as opposed to transactional and product but some authors even argue that products and services entail completely different logics.
The purpose of this master thesis is to explore what internal activities are important in delivering a long-term product centred service. The master thesis follows a single case study approach of a company that due to secrecy is called Company X and their service offering called Service X. Using an explorative approach with semi-structured interviews based on theoretical models, important factors were identified both internally with the case company and externally through the case company’s customers. The findings were subsequently synthesized and a theoretical framework created.
The first analysis based on the internal interviews of Company X employees revealed the importance of thoroughly and effectively communicating the value of the service offering, and the risk of knowledge dissipation and poor knowledge dissemination. The analysis also revealed an ambiguity related to service vs. product delivery that seemed to stem from low service integrity at the company. The customer survey revealed the importance of customer’s expected value and the different customer contexts.
The synthesis and framework suggest practices to increase the level of service integrity and tools and methods for communicating the value of the service and making sure the value is spread through throughout the customer company and maintained over time. The framework also suggests supporting activities towards increasing the perceived value of a service through an increased sense of customer participation. (Less)
Please use this url to cite or link to this publication:
author
Adonis, Robert and Tolstoy, Dag
supervisor
organization
course
MIOM05
year
type
M1 - University Diploma
subject
other publication id
18/5607
language
English
id
8968378
date added to LUP
2019-01-28 11:45:06
date last changed
2019-01-28 11:45:06
@misc{8968378,
  abstract     = {{Many companies today are introducing services in their portfolios as a result of globalization and increased competition. Service offerings are however significantly different from product offerings both in terms of company resources and processes and customer perceived value. A stronger service orientation includes a focus on relational and process aspects as opposed to transactional and product but some authors even argue that products and services entail completely different logics.
The purpose of this master thesis is to explore what internal activities are important in delivering a long-term product centred service. The master thesis follows a single case study approach of a company that due to secrecy is called Company X and their service offering called Service X. Using an explorative approach with semi-structured interviews based on theoretical models, important factors were identified both internally with the case company and externally through the case company’s customers. The findings were subsequently synthesized and a theoretical framework created.
The first analysis based on the internal interviews of Company X employees revealed the importance of thoroughly and effectively communicating the value of the service offering, and the risk of knowledge dissipation and poor knowledge dissemination. The analysis also revealed an ambiguity related to service vs. product delivery that seemed to stem from low service integrity at the company. The customer survey revealed the importance of customer’s expected value and the different customer contexts.
The synthesis and framework suggest practices to increase the level of service integrity and tools and methods for communicating the value of the service and making sure the value is spread through throughout the customer company and maintained over time. The framework also suggests supporting activities towards increasing the perceived value of a service through an increased sense of customer participation.}},
  author       = {{Adonis, Robert and Tolstoy, Dag}},
  language     = {{eng}},
  note         = {{Student Paper}},
  title        = {{A theoretical framework for a successful product centred service delivery}},
  year         = {{2018}},
}