Overcoming the Barriers to Service Excellence

Shaun West, Paolo Gaiardelli and Nicola Saccani
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Shaun West: Lucerne University of Applied Sciences and Arts
Paolo Gaiardelli: University of Bergamo
Nicola Saccani: University of Brescia

Chapter 2 in Modern Industrial Services, 2022, pp 19-174 from Springer

Abstract: Abstract The seven barriers to be overcome on the way to successful implementation of servitization are as follows: customers; organizational structure and culture; knowledge and information; products and activities; competitors, suppliers, and partners; economic and finance; and society and environment. We will look at each of the barriers in more detail, based on the ranking described in Chap. 1 . This chapter draws from the published and unpublished work of the authors using the survey data and the interview insights. This chapter will use cases to describe how others overcame the barriers (Fig. 2.1).

Keywords: Servitization; Product-service systems; Change management (search for similar items in EconPapers)
Date: 2022
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DOI: 10.1007/978-3-030-80511-1_2

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