Introduction to Managing Industrial Services

Thomas Friedli () and Philipp Osterrieder ()
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Thomas Friedli: University of St.Gallen
Philipp Osterrieder: University of St.Gallen

A chapter in Managing Industrial Services, 2021, pp 3-5 from Springer

Abstract: Abstract Moving away from the product at the center of attention in the end of the 1990s led to a new focus on “performance systems” and the management of industrial services in the history of our institute. As we figured out over several research and applied projects that little effort has been put into managing the service business, we documented our results in the first comprehensive book Fit for Service. Since then, the rising inclusion of technology into the service business paved the way to a new kind of service research concentrating on remote and smart services bringing along new business models and several other facets. Against this background and the companies’ lack of capabilities to approach service management holistically, we set out the goal to culminate our plentiful research findings, practical results, and developed tools and strategies, into a new book for the comprehensive understanding of modern service management.

Keywords: Industrial services; Internet of things; Service transformation; Servitization; Smart services (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-030-72728-4_1

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DOI: 10.1007/978-3-030-72728-4_1

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