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Authors:Christian Kowalkowski: Department of Management and Engineering, Linköping University, Sweden
Per-Olof Brehmer: Department of Management and Engineering, Linköping University, Sweden
Publication title:Technology as a Driver for Changing Customer-Provider Interfaces in Industrial Service Production
Conference:10th QMOD Conference. Quality Management and Organiqatinal Development. Our Dreams of Excellence, 18-20 June, 2007 in Helsingborg, Sweden
Publication type: Abstract and Fulltext
Issue:026
Article No.:029
Abstract:The trend in manufacturing firms towards the provision of services related to the produced goods has been highlighted by several authors (e.g. Henkel et al., 2004; Howells, 2004). Services can be critical for nurturing the customer relationship and for enabling more sophisticated, process-orientated offerings with higher margins than product sales (Mathieu, 2001; Oliva and Kallenberg, 2003). Besides, new industrial services represent a key source of growth for many firms (de Brentani, 1995). However, when analyzing the service operations of manufacturers it is not enough to focus on the internal service organization (e.g. front and back office) as the customer also is a source of product inputs (Hill, 1977), and a participant in the service production process (Grönroos and Ojasalo, 2004). New technology is an important driver for new offerings and Information and Communication Technology (ICT) applications can be used to improve manufacturing firms’ existing service processes and develop new, more advanced services and solutions (Kowalkowski, forthcoming). ICT may initiate a radical transformation of traditional customer-provider interfaces (Nambisan, 2002) and the firm’s internal service processes through standardization (Sundbo, 1994). Nevertheless, the impact of ICT on industrial service processes is insufficiently examined as most studies do not focus on B2B relationships (cf. Ritter and Walter, 2006) and if so, focus is often on product salesmen, not on service personnel (e.g. Hunter and Perreault, 2007; Ledingham et al., 2006; Tanner and Shipp, 2005). This paper fills this gap by exploring how ICT is affecting and driving changing service processes and customer interfaces of capital goods manufacturers. A framework for analyzing service organizations developed by Larsson and Bowen (1989) serves as the theoretical basis of this study and two in-depth case studies illustrate the phenomenon.
Language:English
Keywords:Service processes, Industrial services, Customer-provider relationships, Front office, Back office, Information and communication technologies
Year:2007
No. of pages:8
Series:Linköping Electronic Conference Proceedings
ISSN (print):1650-3686
ISSN (online):1650-3740
File:http://www.ep.liu.se/ecp/026/029/ecp0726029.pdf
Available:2008-02-15
Publisher:Linköping University Electronic Press, Linköpings universitet

REFERENCE TO THIS PAGE
Christian Kowalkowski, Per-Olof Brehmer (2007). Technology as a Driver for Changing Customer-Provider Interfaces in Industrial Service Production, 10th QMOD Conference. Quality Management and Organiqatinal Development. Our Dreams of Excellence, 18-20 June, 2007 in Helsingborg, Sweden http://www.ep.liu.se/ecp_article/index.en.aspx?issue=026;article=029 (accessed 7/24/2014)