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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 
Exploring the Journey to Services

March paper on 'Exploring the Journey to Services', by Veronica Martinez, Andy Neely, Chander Velu, Stewart Leinster-Evans and Dav Bisessar.

'Exploring the Journey to Servitization'

Firms are increasingly providing services to complement their product offerings. The vast majority of studies on the service journey, also known as servitization or service transition, examine the challenges and enablers of the process of change through cases studies. Investigations that provide an in-depth longitudinal analysis of the steps involved in the service journey are much rarer. Such a detailed understanding is required in order to appreciate fully how firms can leverage the enablers while overcoming the challenges of servitization. This study investigates ‘what does a service journey look like?’ It analyzes in some detail the actual service journeys undertaken by three firms in the well-being, engineering and learning sectors. This paper tells you;

2017 March Paper Coverx250

  • Why the fourth year in the transition to services is crucial.
  • Why the pace of service development is important
  • When the coexistence of basic, intermediate and complex services occurs.

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • A unique global alliance between the University of Cambridge and some of the world’s leading businesses.

  • Help organisations to address the challenges they will face in the next three to five years, through rigorous research, practical tools, insights and education programmes.

  • Learn how other innovative organisations are developing new services through our events

  • Since its inception in 2010 industrial partners have included BAE Systems, Caterpillar, GEA, IBM, Pearson, Zoetis, CEMEX, HCLTech and Bouygues


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