Standardizing the service delivery system for repetitive industrial services

Elina Poikonen, Miia Martinsuo, Sanna Nenonen

    Tutkimustuotos: KonferenssiartikkeliScientific

    Abstrakti

    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.
    AlkuperäiskieliEnglanti
    OtsikkoRESER 2015
    Alaotsikko25th Annual RESER Conference
    Sivumäärä20
    ISBN (elektroninen)978-87-7349-921-4
    TilaJulkaistu - syysk. 2015
    OKM-julkaisutyyppiB3 Vertaisarvioimaton artikkeli konferenssijulkaisussa
    TapahtumaEuropean Association for Research on Services Conference -
    Kesto: 1 tammik. 1900 → …

    Conference

    ConferenceEuropean Association for Research on Services Conference
    Ajanjakso1/01/00 → …

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