Innovative View on Value Creation – Investigating Requirements for a Holistic Service Life Cycle Management

Sabine Janeschek () and Matthias Gouthier ()
Additional contact information
Sabine Janeschek: EBS Business School
Matthias Gouthier: University of Koblenz-Landau

Chapter 10 in Driving Service Productivity, 2014, pp 191-208 from Springer

Abstract: Abstract Service life cycle management refers to a strategy that supports service organisations and helps them recognise their gross income potential. This is done by examining the service opportunities proactively as a life cycle instead of a solitary event or set of discrete events. But in contrast to the traditional product life cycle management perspective, a corresponding and interlinked service life cycle approach is still in its infancy and empirical studies in this context are still rare. The chapter by Sabine Janeschek and Matthias Gouthier explores relevant requirements for a structured implementation of a service life cycle management concept, which could guide firms and support them to implement such an innovative service-oriented management approach in a more standardised way. The previous chapters have shown in different ways the significance of customer-centric business. Even in manufacturing fields like mechanical engineering, companies have identified the profit potential of industrial services like repair services, technical support, or trainings and in consequence have expanded their service portfolio. By offering added value through industrial services, a mechanical engineering company can differentiate its offerings and gain a competitive advantage, which is likely to result in an increase in sales and market share. To distinguish their services and products and gain long-lasting customer loyalty, particularly mechanical engineering and IT firms make use of service life cycle management. Service life cycle management is different from product life cycle management, which examines the entire life cycle of a product, rather than the organisation as a whole.

Keywords: Service Process; Customer Relationship Management; Service Productivity; Service Innovation; Service Concept (search for similar items in EconPapers)
Date: 2014
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-319-05975-4_10

Ordering information: This item can be ordered from
http://www.springer.com/9783319059754

DOI: 10.1007/978-3-319-05975-4_10

Access Statistics for this chapter

More chapters in Management for Professionals from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().