The March 2013 paper on 'Successfully Implementing a Service Business Model in a Manufacturing Firm' by Ivanka Visnjic, Bart van Looy
This research looked at 10 sales-and-service subsidiaries of a successfully servitized manufacturing multinational in light of recent empirical evidence which suggested that there may be a performance decline as a result of hurdles associated with implementation of services. This paper offers academics and practitioners of servitization a guiding framework to develop a comprehensive set of service capabilities, and highlights the complex nature of their relationships and ways to balance it.