Vertrieb industrienaher Dienstleistungen: Erkenntnisse aus der Windenergie- und Logistikbranche

Diese Studie ermittelt den Status Quo des Vertriebs industrienaher Dienstleistungen. Es wurden Experten von insgesamt 17 Unternehmen aus der Windenergie- und Logistikbranche befragt. Der Vertrieb von industrienahen Dienstleistungen in der Windenergiebranche beruht demnach bislang noch sehr stark auf dem Know-How und der Eigeninitiative einzelner Mitarbeiter. In der Logistikbranche hingegen sind kundenseitige initiale Kontaktaufnahmen und Impulse für Dienstleistungsinnovationen zu beobachten. Standardisierungs- und Modularisierungsbemühungen zur Schaffung strukturierter und für den Kunden transparenter Leistungskataloge sind ebenso wie spezifische Software zur Unterstützung von Vertriebsprozessen bislang wenig verbreitet. Jedoch wird ihnen durchaus das Potenzial anerkannt, in Zukunft zur Steigerung von Effizienz und Effektivität der Angebotserstellung beitragen zu können

Vertrieb industrienaher Dienstleistungen: Erkenntnisse aus der Windenergie- und Logistikbranche

Diese Studie ermittelt den Status Quo des Vertriebs industrienaher Dienstleistungen. Es wurden Experten von insgesamt 17 Unternehmen aus der Windenergie- und Logistikbranche befragt. Der Vertrieb von industrienahen Dienstleistungen in der Windenergiebranche beruht demnach bislang noch sehr stark auf dem Know-How und der Eigeninitiative einzelner Mitarbeiter. In der Logistikbranche hingegen sind kundenseitige initiale Kontaktaufnahmen und Impulse für Dienstleistungsinnovationen zu beobachten. Standardisierungs- und Modularisierungsbemühungen zur Schaffung strukturierter und für den Kunden transparenter Leistungskataloge sind ebenso wie spezifische Software zur Unterstützung von Vertriebsprozessen bislang wenig verbreitet. Jedoch wird ihnen durchaus das Potenzial anerkannt, in Zukunft zur Steigerung von Effizienz und Effektivität der Angebotserstellung beitragen zu können

Understanding service modularity - antecedents, processes, and operationalization

The concept of service modularity has emerged as a promising solution to achieve a sound balance between growing customer requirements for individualization and a companya s necessity to standardize services for cost efficiency reasons. Although service modularity has been on the academic agenda for some time, not many examples of modularized service portfolios can be identified. Therefore, this dissertation aims to examine service modularity in the context of professional services by connecting the decisions made before, during, and after service modularization with a specific focus on the effect on the sales process. The enhanced understanding of the concept is expected to uncover new research gaps in service modularity, as well as promote its application in the context of professional services. Apart from its theoretical contribution, this dissertation will provide practitioners with an improved understanding with respect to what it means to offer a modular service portfolio, what needs to be done for the transformation, as well as what to expect from its completion

Modular Professional Services: Conceptual Goodness and Research Themes

Professional service providers are increasingly confronted with the challenge of integrating digital components and knowledge-intensive activities to standardize complex recurring tasks while remaining agile to offer customized services that fulfill diverse customer needs. Modular service design has been proposed as a mean to enable a sound balance between these contradicting aims. However, the current literature on modularity in professional services reflects inconsistencies and tensions in the concept that have hitherto hindered the development of a common point of departure for further research. This paper seeks to summarize the current theoretical discussion on the modular design of professional services and evaluates its conceptual goodness based on five established design criteria. Our findings identify weak spots in our understanding of the modularity concept in the field of professional services and highlight five prevailing research themes that build a common ground for further research to address them correspondingly from different angles

Service Innovation: Sensing with Information Systems

Dynamic capabilities (DC) Theory highlights the need for organizations to constantly innovate their service offerings. With growing digitalization, service innovation processes (SIP) are particularly reliant on sensing capabilities of the organization, as they allow a firm to derive and disseminate the necessary insights for the development of more compelling value propositions. In this respect, contemporary research often highlights the role of information systems (IS) for innovation success. However, so far little effort has been made to understand this role more precisely. Drawing on the results of a systematic literature review, we investigate the relationship between IS and the SIP and present seven application areas for IS that support sensing capabilities. In this way, we bridge the prevailing gap between DC theory and IS research. Our results shine the light at potential application areas for the use of IS, thus allowing practitioners to improve the sensing capabilities of their organizations

Verständnis der Dienstleistungsmodularisierung - Treiber, Prozesse und Operationalisierung

The concept of service modularity has emerged as a promising solution to achieve a sound balance between growing customer requirements for individualization and a companya s necessity to standardize services for cost efficiency reasons. Although service modularity has been on the academic agenda for some time, not many examples of modularized service portfolios can be identified. Therefore, this dissertation aims to examine service modularity in the context of professional services by connecting the decisions made before, during, and after service modularization with a specific focus on the effect on the sales process. The enhanced understanding of the concept is expected to uncover new research gaps in service modularity, as well as promote its application in the context of professional services. Apart from its theoretical contribution, this dissertation will provide practitioners with an improved understanding with respect to what it means to offer a modular service portfolio, what needs to be done for the transformation, as well as what to expect from its completion

Vertrieb industrienaher Dienstleistungen: Erkenntnisse aus der Windenergie- und Logistikbranche

Diese Studie ermittelt den Status Quo des Vertriebs industrienaher Dienstleistungen. Es wurden Experten von insgesamt 17 Unternehmen aus der Windenergie- und Logistikbranche befragt. Der Vertrieb von industrienahen Dienstleistungen in der Windenergiebranche beruht demnach bislang noch sehr stark auf dem Know-How und der Eigeninitiative einzelner Mitarbeiter. In der Logistikbranche hingegen sind kundenseitige initiale Kontaktaufnahmen und Impulse für Dienstleistungsinnovationen zu beobachten. Standardisierungs- und Modularisierungsbemühungen zur Schaffung strukturierter und für den Kunden transparenter Leistungskataloge sind ebenso wie spezifische Software zur Unterstützung von Vertriebsprozessen bislang wenig verbreitet. Jedoch wird ihnen durchaus das Potenzial anerkannt, in Zukunft zur Steigerung von Effizienz und Effektivität der Angebotserstellung beitragen zu können.Breme

SCHOOLS OF THOUGHT IN SERVICE MODULARITY

Modularity in services has emerged as a promising design principle to achieve a sound balance be-tween cost-effective standardization and individualization at the same time. However, the multiple perspectives from which scholars have addressed service modularity reflect the high degree of com-plexity of the concept. We denoted numerous research streams within the service modularity domain that use different terminology and draw on their distinctive understanding about the modular service design. The implications that arise from these research streams are manifold and have not yet been covered from a holistic perspective. The purpose of this paper is therefore to provide an overview of the commonalities and differences between existing research pathways and thereby guide both future research as well as service providers. We approach this goal by the use of an innovative methodology that combines both systematic literature review and hermeneutic approach, which enabled us to de-velop fresh research perspectives while avoiding certain pitfalls of traditional methodologies. Our findings show the emerging of four schools of thought in service modularity research. Each school draws on a distinctive understanding about the interrelation between modularity in service, product and business model

METHODS FOR SERVICE MODULARIZATION – A SYSTEMATIZATION FRAMEWORK

Since the advent of social media, human-internet interaction has changed dramatically towards greater individual characteristic-based services. Since personality traits are the most stable behavioral dispositions of an individual, it is surprising that the digital service industry has not focused its attention on personality-based services. Consequently the value creation potential of personality-based services is currently largely ignored. That is why in this paper I demonstrate that social media data contains fruitful information about a user’s personality which in turn can be used for novel personality-based services, e.g. in marketing and recruiting

Quo Innovadis? The Who, the What and the How of Research at the Intersection of ICT and Service Innovation

Information and Communication Technology (ICT) is considered as one of the main enabler and facilitators of innovation in the service domain. With an increasing number of disciplines researching service innovation and more authors working independently, the overview of the corresponding dependencies and the chronological development gets lost quickly. To resolve this issue, this paper conducts a comprehensive bibliometric analysis of the existing literature dealing with the relationship between service innovation and ICT. Within this context, we identify collaboration patterns (“Who”), main research themes (“What”), and methodological and theoretical reference knowledge (“How”), and track them over time from 1984 to now. Our results show a shift from a technical focus towards a more holistic and strategic perspective. Besides an increase in popularity and a considerably broader thematic coverage, also a much higher coherence of the researcher network is observable pointing to an overall growing maturity of this field of research