Standardizing the service delivery system for repetitive industrial services

Elina Poikonen, Miia Martinsuo, Sanna Nenonen

    Research output: Chapter in Book/Report/Conference proceedingConference contributionScientific


    Manufacturers need to develop efficient service deliveries that can be used for multiple customers with different equipment. The service delivery system can support service repetitiveness through standardization. The objective is to increase understanding on features and requirements of standardization in the service delivery system and identify means for effi-cient service delivery in triadic settings. The qualitative multiple-case study with three manufacturing firms reveals different relevant factors for stand-ardization for reactive and proactive services and highlights certain prac-tices in triadic customer participation. Equipment and remote technologies both challenge and enable standardization and require new competences.
    Original languageEnglish
    Title of host publicationRESER 2015
    Subtitle of host publication25th Annual RESER Conference
    Number of pages20
    ISBN (Electronic)978-87-7349-921-4
    Publication statusPublished - Sept 2015
    Publication typeB3 Article in conference proceedings
    EventEuropean Association for Research on Services Conference -
    Duration: 1 Jan 1900 → …


    ConferenceEuropean Association for Research on Services Conference
    Period1/01/00 → …


    • service delivery
    • industrial services


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