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SERVICIOS EN EMPRESAS ORIENTADAS A PRODUCTOS: PASADO, PRESENTE Y FUTURO
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Feb 17, 2016
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Resumen
Los servicios en las empresas orientadas a servicios se han convertido en un ámbito de investigación muy activo en el ámbito de los servicios. Los profesionales abogan por el desarrollo de servicios. El dominio de investigación sobre servicios en empresas orientadas a productos está abierto a una variedad de conceptualizaciones e interpretaciones, como oferta híbrida, oferta de soluciones, transición de productos a servicios, proveedores de sistemas, sistemas producto-servicio, servitización. En este artículo, se plantea el pasado, presente y futuro de la investigación en servicios en empresas orientadas a productos. Se analiza la forma en la que la literatura en servicios en esta empresas ha surgido e ido tomando forma, destacando los conceptos clave y describiendo líneas futuras de investigación.
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Gebauer, H., Joncourt, S., & Saul, C. (2016). SERVICIOS EN EMPRESAS ORIENTADAS A PRODUCTOS: PASADO, PRESENTE Y FUTURO. UCJC Business and Society Review (formerly Known As Universia Business Review), (49). Recuperado a partir de https://journals.ucjc.edu/ubr/article/view/1734
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Producción, Innovación y Tecnología
Citas
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Baines, T., & W. Lightfoot, H. (2013). Servitization of the manufacturing firm: Exploring the operations practices and technologies that deliver advanced services. International Journal of Operations & Production Management, 34(1), 2-35.
Bowen, D., Siehl, C., & Schneider, B. (1989). A framework for analyzing customer service orientations in manufacturing. Academy of Management Review, 14 (1), 75-95.
Brax, S. (2005)/ A Manufacturer Becoming Service Provider - Challenges and a Paradox. Managing Service Quality, 15 (2), 142-155.
Cusumano, M. A., Kahl, S. J., & Suarez, F. F. (2015). Services, industry evolution, and the competitive strategies of product firms. Strategic Management Journal, 36(4), 559-575.
Davies, A. (2004). Moving base into high-value integrated solutions: a value stream approach. Industrial and Corporate Change, 13(5), 727-756.
Evans, P.C. and Annunziata, M. (2012). General Electric: Industrial Internet, Pushing the Boundaries of Minds and Machines. November 2012.
Fang, E., Palmatier, R.W. & Steenkamp, J.-B.E.M. (2008). Effect of service transition strategies on firm value. Journal of Marketing, 72(5), 1-14.
Fischer, T., Gebauer, H., Fleisch, E. (2012). Service Business Development in Manufacturing Companies, Cambridge University Press.
Galbraith, J.R. (2002). Organizing to Deliver Solutions. Organizational Dynamics, 31(2), 194-207.
Gebauer, H., Edvardsson, B., Gustafsson, A., & Witell, L. (2010). Match or mismatch: strategy-structure configurations in the service business of manufacturing companies. Journal of Service Research, 13(2), 198-215.
Gebauer, H., Fleisch, E., & Friedli, T. (2005). Overcoming the service paradox in manufacturing companies. European Management Journal, 23(1), 14-26.
Gebauer, H., Gustafsson, A. & Witell, L. (2011). Competitive advantage through service differentiation by manufacturing companies. Journal of Business Research, 64(12), 1270-1280.
Helander, A., & Möller, K. (2007). System supplier's customer strategy. Industrial Marketing Management, 36(6), 719-730.
Homburg, C., Fassnacht, M., & Guenther, C. (2003). The role of soft factors in implementing a service-oriented strategy in industrial marketing companies. Journal of Business-to-Business Marketing, 10(2), 23-51.
Kindström, D. (2010). Towards a service-based business model–Key aspects for future competitive advantage. European Management Journal, 28(6), 479-490.
Kowalkowski, C., Windahl, C., Kindström, D., & Gebauer, H. (2015). What service transition? Rethinking established assumptions about manufacturers' service-led growth strategies. Industrial Marketing Management, 45(1) 59-69.
Mathieu, V. (2001a). Service strategies within the manufacturing sector: benefits, costs and partnership. International Journal of Service Industry Management, 12(5), 451-475.
Mathieu, V. (2001b). Product services: from a service supporting the product to a service supporting the client. Journal of Business & Industrial Marketing, 16(1), 39-58.
Martin C.R & Horne, D. A. (1992). Restructuring towards a service orientation: the strategic challenges. International Journal of Service Industry Management, 3(1), 25-38.
Matthyssens, P., & Vandenbempt, K. (2010). Service addition as business market strategy: identification of transition trajectories. Journal of Service Management, 21(5), 693-714.
Neely, A., (2009). Exploring the financial consequences of the servitization of manufacturing. Operation Management Research, 1 (2), 103-118.
Oliva, R., & Kallenberg, R. (2003). Managing the transition from products to services. International Journal of Service Industry Management, 14(2), 160-172.
Ostrom, A., Bitner, M.J., Brown, S., Burkhard, K., Goul, M., Smith-Daniels, V., Demirkan, H. and Rabinovich, E. (2010), “Moving forward and making a difference: research priorities for the science of service”, Journal of Service Research, Vol. 13 No. 1, pp. 4-36.
Porter, M. E., & Heppelmann, J. E. (2014). How smart, connected products are transforming competition. Harvard Business Review, 92(11), 11-64.
Storbacka, K. (2011). A solution business model: Capabilities and management practices for integrated solutions. Industrial Marketing Management, 40(5), 699-711.
Tukker, A. (2004). Eight types of product–service system: eight ways to sustainability? Experiences from SusProNet. Business Strategy and the Environment, 13(4), 246-260.
Tuli, K. R., Kohli, A. K., & Bharadwaj, S. G. (2007). Rethinking customer solutions: From product bundles to relational processes. Journal of Marketing, 71(3), 1-17.
Ulaga, W., & Reinartz, W. J. (2011). Hybrid offerings: how manufacturing firms combine goods and services successfully. Journal of Marketing, 75(6), 5-23.
Vandermerwe, S., & Rada, J. (1989). Servitization of business: adding value by adding services. European Management Journal, 6(4), 314-324.
Windahl, C., & Lakemond, N. (2006). Developing integrated solutions: The importance of relationships within the network. Industrial Marketing Management, 35(7), 806-818.
Wise, R., & Baumgartner, P. (1999). Go downstream: The new imperative in
manufacturing. Harvard Business Review, 77(5), 133–141.
Baines, T., & W. Lightfoot, H. (2013). Servitization of the manufacturing firm: Exploring the operations practices and technologies that deliver advanced services. International Journal of Operations & Production Management, 34(1), 2-35.
Bowen, D., Siehl, C., & Schneider, B. (1989). A framework for analyzing customer service orientations in manufacturing. Academy of Management Review, 14 (1), 75-95.
Brax, S. (2005)/ A Manufacturer Becoming Service Provider - Challenges and a Paradox. Managing Service Quality, 15 (2), 142-155.
Cusumano, M. A., Kahl, S. J., & Suarez, F. F. (2015). Services, industry evolution, and the competitive strategies of product firms. Strategic Management Journal, 36(4), 559-575.
Davies, A. (2004). Moving base into high-value integrated solutions: a value stream approach. Industrial and Corporate Change, 13(5), 727-756.
Evans, P.C. and Annunziata, M. (2012). General Electric: Industrial Internet, Pushing the Boundaries of Minds and Machines. November 2012.
Fang, E., Palmatier, R.W. & Steenkamp, J.-B.E.M. (2008). Effect of service transition strategies on firm value. Journal of Marketing, 72(5), 1-14.
Fischer, T., Gebauer, H., Fleisch, E. (2012). Service Business Development in Manufacturing Companies, Cambridge University Press.
Galbraith, J.R. (2002). Organizing to Deliver Solutions. Organizational Dynamics, 31(2), 194-207.
Gebauer, H., Edvardsson, B., Gustafsson, A., & Witell, L. (2010). Match or mismatch: strategy-structure configurations in the service business of manufacturing companies. Journal of Service Research, 13(2), 198-215.
Gebauer, H., Fleisch, E., & Friedli, T. (2005). Overcoming the service paradox in manufacturing companies. European Management Journal, 23(1), 14-26.
Gebauer, H., Gustafsson, A. & Witell, L. (2011). Competitive advantage through service differentiation by manufacturing companies. Journal of Business Research, 64(12), 1270-1280.
Helander, A., & Möller, K. (2007). System supplier's customer strategy. Industrial Marketing Management, 36(6), 719-730.
Homburg, C., Fassnacht, M., & Guenther, C. (2003). The role of soft factors in implementing a service-oriented strategy in industrial marketing companies. Journal of Business-to-Business Marketing, 10(2), 23-51.
Kindström, D. (2010). Towards a service-based business model–Key aspects for future competitive advantage. European Management Journal, 28(6), 479-490.
Kowalkowski, C., Windahl, C., Kindström, D., & Gebauer, H. (2015). What service transition? Rethinking established assumptions about manufacturers' service-led growth strategies. Industrial Marketing Management, 45(1) 59-69.
Mathieu, V. (2001a). Service strategies within the manufacturing sector: benefits, costs and partnership. International Journal of Service Industry Management, 12(5), 451-475.
Mathieu, V. (2001b). Product services: from a service supporting the product to a service supporting the client. Journal of Business & Industrial Marketing, 16(1), 39-58.
Martin C.R & Horne, D. A. (1992). Restructuring towards a service orientation: the strategic challenges. International Journal of Service Industry Management, 3(1), 25-38.
Matthyssens, P., & Vandenbempt, K. (2010). Service addition as business market strategy: identification of transition trajectories. Journal of Service Management, 21(5), 693-714.
Neely, A., (2009). Exploring the financial consequences of the servitization of manufacturing. Operation Management Research, 1 (2), 103-118.
Oliva, R., & Kallenberg, R. (2003). Managing the transition from products to services. International Journal of Service Industry Management, 14(2), 160-172.
Ostrom, A., Bitner, M.J., Brown, S., Burkhard, K., Goul, M., Smith-Daniels, V., Demirkan, H. and Rabinovich, E. (2010), “Moving forward and making a difference: research priorities for the science of service”, Journal of Service Research, Vol. 13 No. 1, pp. 4-36.
Porter, M. E., & Heppelmann, J. E. (2014). How smart, connected products are transforming competition. Harvard Business Review, 92(11), 11-64.
Storbacka, K. (2011). A solution business model: Capabilities and management practices for integrated solutions. Industrial Marketing Management, 40(5), 699-711.
Tukker, A. (2004). Eight types of product–service system: eight ways to sustainability? Experiences from SusProNet. Business Strategy and the Environment, 13(4), 246-260.
Tuli, K. R., Kohli, A. K., & Bharadwaj, S. G. (2007). Rethinking customer solutions: From product bundles to relational processes. Journal of Marketing, 71(3), 1-17.
Ulaga, W., & Reinartz, W. J. (2011). Hybrid offerings: how manufacturing firms combine goods and services successfully. Journal of Marketing, 75(6), 5-23.
Vandermerwe, S., & Rada, J. (1989). Servitization of business: adding value by adding services. European Management Journal, 6(4), 314-324.
Windahl, C., & Lakemond, N. (2006). Developing integrated solutions: The importance of relationships within the network. Industrial Marketing Management, 35(7), 806-818.
Wise, R., & Baumgartner, P. (1999). Go downstream: The new imperative in
manufacturing. Harvard Business Review, 77(5), 133–141.