Journal of Service Management: Volume 21 Issue 5

Adopting a service logic in manufacturing: Conceptual foundation and metrics for mutual value creation

Christian Grönroos, Pekka Helle

The purpose of this paper is to create a framework for measuring mutually created value in business relationships in the manufacturing sector, which also enables suppliers and…

Exploitation or exploration in service business development?: Insights from a dynamic capabilities perspective

Thomas Fischer, Heiko Gebauer, Mike Gregory, Guangjie Ren, Elgar Fleisch

The paper aims to explore how dynamic capabilities of sensing, seizing and reconfiguring shape the way in which service business is developed in a broad range of capital goods…

Clarifying the concept of performance‐based contracting in manufacturing industries: A research synthesis

Phillipp Hypko, Meike Tilebein, Ronald Gleich

Although performance‐based contracting (PBC) is gaining importance in manufacturing industries, corresponding research is still in its infancy. In order to provide a basis for…

Outcome‐based service contracts in the defence industry – mitigating the challenges

Irene C.L. Ng, Sai S. Nudurupati

This case study aims to explore the risks and challenges associated with the implementation of outcome‐based contracts (OBCs) in maintenance, repair and overhaul services in the…

Comparing provider‐customer constellations of visibility‐based service

Jan Holmström, Saara Brax, Timo Ala‐Risku

The purpose of this paper is to introduce a representation scheme that helps original equipment manufacturers and their customers choose between different constellations of…

Service addition as business market strategy: identification of transition trajectories

Paul Matthyssens, Koen Vandenbempt

The purpose of this paper is to show how manufacturers evolve when aiming at increasing customer value via the service addition path. More specifically, it aims to identify…

The relevance of service in European manufacturing industries

Gunter Lay, Giacomo Copani, Angela Jäger, Sabine Biege

Case study findings increasingly indicate that the implementation of service‐based business concepts is becoming a global business trend. The purpose of this paper is to analyze a…

Professional Services Marketing

Javier Reynoso

Guest editorial

Anders Gustafsson, Saara Brax, Lars Witell