Reading Club Questions Feedback

Paper 1

Title

• Capturing the value of supplementary services

Keywords (Domain)

• management
• customer
• Suppliers

Objectives

• what kind of options of services can be created from customers?

Methodology

• getting started
• assessing value
• assessing costs
• formulating flexible service offerings
• reevaluating standard services
• adding new services
• pricing the offerings
• creating value merchants

Results

• managers should analyze their services and
  • decide which must be offered as standard
    • which can be offered as options
• creating naked solutions for each customer segment
  • allows apple to have lower costs
• Rely solely on measures of customer satisfaction may lead to serious errors in
  • judgements
• Managers should
  • Limited standard packages
    • to services
      • highly valued by all customers
• By recasting infrequently performed services
  • installation as value-added options
  • suppliers
    • increase profits
• Customers of Baxter Healthcare
  • earn bonus dollars
  • buy optional services
    • fitting individual needs
• Introducing new services as options
  • Allows new companies such as R.R. Donnelley to access
    • how much customers value them
      • R.R. Donnelley is an American Fortune 500 integrated communications company that provides marketing and business communications, commercial printing, and related services. Its corporate headquarters are located in Chicago, Illinois, United States. As of 2007, R.R. Donnelley was the world’s largest commercial printer.
• To hold down costs and increase customer support
  • Microsoft introduced a menu of services
    • ranging from simple tips to specialised help
      • chared in a variety of prices
• Companies wants to turn sales people into value
  • merchants
    • tie their pay to increasing long-term profits

Implication

• originally
  • 
• now
  • 

Q4 analysis

Strength

Research

• a wide range of companies invested
  • apple
  • microsoft
  • akzo nobel
  • sonoco

Methodology

• subsections following the implementation paradigm
  • getting started
  • assessing value
  • assessing costs
  • formulating flexible service offerings
  • reevaluating standard services
  • adding new services
  • pricing the offerings
  • creating value merchants

Weakness

Research

• lack of data

Methodology

• lack of meaningful visualizations

---

Paper 2

Title

• Exploring the Journey to Services

Keywords (Domain)

• Firms
• services
• journey
• service transitions
• Servitization
• Firms are increasingly providing services to complement their product offerings. The vast majority of studies on the service journey, also known as servitization or service transition, examine the challenges and enablers of the process of change through cases studies. Investigations that provide an in- depth longitudinal analysis of the steps involved in the service journey are much rarer.

Objectives

• Such a detailed understanding is required in order to appreciate fully how firms can leverage the enablers while overcoming the challenges of servitization.
• This study investigates what does a service journey look like?
• It analyzes in some detail the actual service journeys undertaken by three firms in the well-being, engineering and learning sectors.

Methodology

• Investigations that provide an in- depth longitudinal analysis of the steps involved
• This study investigates what does a service journey look like?
• It analyzes in some detail the actual service journeys undertaken by three firms in the
  • well-being
  • engineering
  • learning sectors.
• e two schools of thought concerning change are most relevant to servitization.
  • equiplimart
  • Continusous
• servitization
  • continuous

Results

• 

• 

• 

  • maintainance
  • consultancy
  • define and services paying a good revenue
  • how can we maximize these
  • contributions to theory
    • this is how things happens
    • this how this phenomenons are happening
  • manages are telling how things are happening

• 

Implication

• The paper offers four contributions.
  • First, in the change literature, there are two dominant theories: The punctuated equilibrium model and the continuous change model. This study demonstrates that servitization follows a continuous change rather than a punctuated equilibrium. It shows that such continuous change is neither logical nor structured but much more emergent and intuitive in nature.
  • Second, the study provides empirical evidence to support a contingency view of the dominance and sequencing of the different process models of change across the change journey.
  • Third, this research shows the pace of service development and when the coexistence of basic, intermediate and complex services occurs.
  • Finally, it contributes to the literature in the service field by presenting three actual service journeys and the associated seven stages of the service strategy model that organizations should consider when managing their service journeys.

Q4 analysis

Strength

Research

• comprehensive contents in the domain

Methodology

• Nice visualziation
  • Clear distinctions
• tables

Weakness

Research

• not so sure about the data for the companies

Methodology

• not sure about what companies are researched?

---

Paper 3

Title

• Services and the Business Models of Product Firms: An Empirical Analysis of the Software Industry

Keywords (Domain)

• computer software and services;
• business models;
• services operations strategy
• Some product firms increasingly rely on service revenues as part of their business models.

Objectives

• One possible explanation is that they turn to
  • services to generate additional profits when
    • their product industries mature
    • product revenues and profits decline.

Methodology

• We explore this assumption by examining the role of services in the financial performance of firms in the prepackaged software products industry (Standard Industrial Classification code 7372) from 1990 to 2006.

Results

• We find a convex, nonlinear relationship between a product firm’s fraction of total sales coming from services and its overall operating margins.
• We find, however, that additional services start to have a positive marginal effect on the firm’s overall profits when services reach a majority of a product firm’s sales.
  • As expected, firms with a very high level of product sales are most profitable, and rising services are associated with declining profitability.
• We show that traditional industry maturity arguments cannot fully explain our data.
• It is likely that changes in both strategy and the business environment lead product firms to place more emphasis on services.
• 
• 
• 
• 
• 
• 
• 
• 
• 
• ??
• theory
  • it makes the differences
  • make sense about the
  • management science theories
  • how you present the data for making it des
• point 56%
  • coming from servces
  • make a change for strategies
• 
• 
• 

Implication

• How can we create values by service if the product has already been mature

Q4 analysis

Strength

Research

• Correlations

Methodology

• tables and data visualizations
• Statistics

Weakness

Research

• maybe highlight the important data in the table for threshold and significance marking

Methodology

• lack of the terminalogy concept organizations

---

Paper 4

Title

• Servitization of Business: Adding Value by Adding Services

Keywords (Domain)

Objectives

• More and more corporations throughout the world are adding value to their core corporate offerings through services. The trend is pervading almost all industries, is customer demand-driven, and perceived by corporations as sharpening their competitive edges.

  Modern corporations are increasingly offering fuller market packages or “bundles” of customer-focussed combinations of goods, services, support, self-service, and knowledge. But services are beginning to dominate.

  This movement is termed the “servitization of business” by authors Sandra Vandermerwe and Juan Rada, and is clearly a powerful new feature of total market strategy being adopted by the best companies. It is leading to new relationships between them and their customers.

  Giving many real-life examples, the authors assess the main motives driving corporations to servitization, and point out that its cumulative effects are changing the competitive dynamics in which managers will have to operate. The special challenge for top managers is how to blend services into the overall strategies of the company.

Methodology

Results

• 
• 
• 55% services are from the services from RR
• 35% services are from manufacturing companies from
• service contract is longer
• contract
• also, by doing this contract, and trust, sepectuation for signing for the contract
• servization about
• UK manufacturing
• manufacturers are medium and large
• developing services through digital technologies

Implication

Q4 analysis

Strength

Research

Methodology

Weakness

Research

Methodology

---

Critically analyze:

What is meant by the servitization of manufacturing

Why is it a particularly important phenomenon today?

Clearly explain (use references and examples):

What do you see as the most significant debates on the Servitization Literature that you have been given?

How would you design a new piece of research to address these debates?

Particular or not?

Can all manufacturing firms servitize or is this phenomenon limited to particular types of firm or specific sectors?

If so, how would you define and distinguish these sectors?

Strength and weakness analysis

What do you see as the main strengths and the shortcomings of each of the papers you have been given?

Think about these both in terms of the research itself, as well as the methodology adopted.

• first
  • What
• second
  • how
• third
  • dilemma
    • services
    • products
      • strategies
• final
  • how can we add up even though smaller

---

• Explore a field
  • try to make a mixture
• deep inside the literature
• theorically
• change management
• theorical basises
• which is the theory you need to play
• play with the one really focuses on your
• analysis of the
• Presentation about qualitative paper and quantatitive papers

---

• how to define the theory contributions?
• No theorical backgrounds

---

• limitations are very important
  • since you have set the niche well
  • you have understood the domain
• have the

---

?? what to do the theorical background?

• have a graph for the domain!!!

---

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