Visualizing the value of service‐based offerings: empirical findings from the manufacturing industry

Abstract

Purpose

The purpose of this paper is to explore strategies for visualizing the value of service‐based offerings in a B2B context. By taking a process perspective on the offering life cycle, this paper also aims at distinguishing which visualization strategies are most appropriate using at which life‐cycle stages.

Design/methodology/approach

The study employed a qualitative, multiple‐case study research design involving five manufacturing firms.

Findings

Primary findings are that firms need to make use of several different visualization strategies depending on, among other things, the key stakeholders and also where the firm's offering is currently positioned in the service‐based offering life cycle.

Research limitations/implications

While the empirical data is from only one sector – i.e. manufacturing – managers from other B2B sectors should have an interest in the results and the key aspects identified. Further research could also establish linkages to performance metrics.

Originality/value

Visualization strategies have been relatively rarely studied from a B2B perspective, and the process dimension, especially, is novel.

Citation

Kindström, D., Kowalkowski, C. and Nordin, F. (2012), "Visualizing the value of service‐based offerings: empirical findings from the manufacturing industry", Journal of Business & Industrial Marketing, Vol. 27 No. 7, pp. 538-546. https://doi.org/10.1108/08858621211257301