Journal of Service Management: Volume 25 Issue 5

Experience psychology – a proposed new subfield of service management

Richard B. Chase, Sriram Dasu

In their seminal book, The Experience Economy, Pine and Gilmore point out that customers buy experiences and are willing to pay a steep premium for them and hence service…

Organizing complex engineering operations throughout the lifecycle: A service-centred view and case studies

Yufeng Zhang, Lihong Zhang

Strategic trends towards service operations have been widely reported in the recent literature, but organisational capabilities to support such service-centred strategies are less…

An innovative uncertainty management framework to support contracting for product-service availability

John Ahmet Erkoyuncu, Rajkumar Roy, Essam Shehab, Elmar Kutsch

In the light of challenges experienced in cost estimation at the bidding stage of complex engineering services in the defence industry (e.g. contracting for availability), the…

Customer expectations of remote maintenance services in the medical equipment industry

Stefanie Paluch

Original equipment manufacturers offer maintenance services such as remote diagnostics to extend their portfolio. The purpose of this paper is to empirically investigate…

Solution business models based on functional modularity – the case of complex capital goods

Magnus Hellström

– The purpose of the paper is to outline a business model for product system solutions that is based on functional modularity.

Customer experience from a self-service system perspective

Maria Åkesson, Bo Edvardsson, Bård Tronvoll

A service system, including self-service technologies (SSTs), should facilitate actors’ value co-creation processes to enhance customer experiences. The purpose of this paper is…

Strategic customer service orientation, lean manufacturing practices and performance outcomes: An empirical study

Paul Hong, Ma Ga (Mark) Yang, David D. Dobrzykowski

The notion of achieving competitive advantage using a strategic customer service orientation (SCSO) has received increased research attention. The purpose of this paper is to…

Complex engineering service systems

Andy Neely, Irene Ng, Rajkumar Roy