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Impact of firm characteristics on survivial: an empirical analysis in the context of service strategies

This is a working paper by Ornella Benedettini, Morgan Swink and Andy Neely. In this study, we suggest that the impact of a service orientation on a firm’s likelihood of survival depends on the presence of certain preconditions within the firm. In other terms, we ask: what are the differences between failing and surviving service-oriented product firms regarding important characteristics that are intertwined with the deployment of service resources and capabilities? It indicates characteristics that firms should try to protect when they expand into services if they do not want to incur greater risk of failure.

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • a unique global alliance between leading businesses and universities;
  • bringing together the world's leading firms and academics;
  • all of whom are devoted to delivering today the tools, education and insights needed for the complex service solutions of tomorrow.

Members of the Cambridge Service Alliance include BAE Systems, Caterpillar, IBM and the University of Cambridge.

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Podcast on Ecosystems Value Framework

Jan 23, 2017

Dr Florian Urmetzer, Senior Research Associate, Cambridge Service Alliance talks about his new paper: The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems. The paper is co-authored with Veronica Martinez and Andy Neely.

Webinar - Customer Loyalty Predictive Model

Jan 10, 2017

9 January 2017 - The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model - Mohamed Zaki

Webinar - Feedback from the Frontline

Dec 13, 2016

12 December 2016 - Feedback from the Frontline: Engaging front-line employees in service innovation - Florian Urmetzer

Ecosystems Value Framework Paper

Dec 12, 2016

The December Paper on 'The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems', by Florian Urmetzer, Veronica Martinez and Andy Neely.

December 2016 Newsletter

Dec 01, 2016

December 2016 Alliance Newsletter

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