Resource configurations for services success in manufacturing companies

Raddats, Chris ORCID: 0000-0003-3206-4343, Burton, Jamie and Ashman, Rachel ORCID: 0000-0002-5579-6304 (2015) Resource configurations for services success in manufacturing companies. JOURNAL OF SERVICE MANAGEMENT, 26 (1). pp. 97-116.

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Abstract

<jats:sec> <jats:title content-type="abstract-heading">Purpose</jats:title> <jats:p> – The purpose of this paper is to investigate which resources and capabilities are most important to enable large manufacturers undergoing servitization to develop and deliver successful services. </jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-heading">Design/methodology/approach</jats:title> <jats:p> – A survey of 155 UK-based manufacturers provided the basis for the study. Data analysis was undertaken using confirmatory factor analysis and multiple regression. </jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-heading">Findings</jats:title> <jats:p> – In total, five constructs (“resource configurations”) which enable the development and delivery of successful services and a construct to measure services performance (“Success of Services”) were developed from the literature. A measurement model based on these constructs was empirically tested and verified. Two resource configurations; “Leaders and Services Personnel” and “Services Methods and Tools” were found to make a unique and statistically significant contribution to “Success of Services.” </jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-heading">Research limitations/implications</jats:title> <jats:p> – The study highlights the importance of corporates leaders and service employees in developing and delivering success. Service-specific methods and tools are important for developing compelling customer offerings. The study demonstrates the utility of a resource-based perspective in terms of understanding the factors that enable successful services, but also exposes the limitations of using such broad measures, with common lower order resources underpinning multiple resource configurations. The study was conducted from the manufacturer’s perspective, and future studies could also include the customer’s perspective. </jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-heading">Practical implications</jats:title> <jats:p> – The research identifies important factors in developing a greater service orientation in manufacturing companies. </jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-heading">Originality/value</jats:title> <jats:p> – This is one of the first studies to develop and test a model of services success, generalizable to the population of large manufacturers.</jats:p> </jats:sec>

Item Type:	Article
Uncontrolled Keywords:	Servitization, Capabilities, Resources, Service infusion, Manufacturer, Resource configurations
Depositing User:	Symplectic Admin
Date Deposited:	15 Apr 2016 09:33
Last Modified:	16 Dec 2022 06:18
DOI:	10.1108/JOSM-12-2012-0278
Related URLs:	Author Publisher
URI:	https://livrepository.liverpool.ac.uk/id/eprint/3000576