skip to primary navigationskip to content

Cambridge Service Alliance

At the forefront of service transformation in the digital era

Studying at Cambridge

 

Factors Influencing Service Complexity

last modified Mar 27, 2015 02:37 PM
October 2012 paper on 'Factors Influencing Service Complexity: The Perspective of Servitized Manufacturers', by Ornella Benedettini and Andy Neely.
Factors Influencing Service Complexity

October 2012 Paper

 

The shift of manufacturers into services has been described as a process that involves the provision of services of increasing complexity. This paper analyses the characteristics of the suggested complexity. By assessing the multiple determinants that the business and management literature have proposed for service complexity from the perspectives of six servitized manufacturers from three different industrial sectors, the study develops insights into the concrete and practical features of complexity in the context of the service offerings of manufacturing firms. Results show that, while manufacturers deal with relevant complexity in their services, this complexity appears to be mainly related to service delivery issues that require the development of new and service-specific skills. Overall, manufacturers appear to be quite cautious about adding complexity to their service businesses. Finally, results indicate that the complexity of the product served and the context in which the services are offered can be more important determinants of complexity than the service itself. The study builds on previous work from the same authors, also included in the Cambridge Service Alliance monthly papers series (June 2012).

[paper]

RSS Feed Latest news

Insight | Business model innovation for digital twins in the construction sector

May 19, 2020

At the Cambridge Service Alliance's most recent Community of Interest, Dr Erika Pärn considered the development of digital twins in the construction sector: the challenges it faces and whether android operating systems could provide a useful roadmap for business model innovation.

Generate revenue from digital platforms

May 12, 2020

According to Shep Hyken: "Customers are smarter than ever because they're experiencing great service from certain brands, and those rock-star brands are setting the bar higher for everyone else." In this white paper we explore the 'customer experience paradox' and how firms can use digital platforms to overcome it.

Unlocking the secrets of customer loyalty

May 12, 2020

Customer retention plays a critical role in a firm's long-term sustainability. Until recently, however, firms have tended to rely on one-dimensional survey techniques to measure their customers' loyalty. This white paper shows how machine learning can help overcome these limitations.

Driving business model transformation

May 01, 2020

A new white paper from the Cambridge Service Alliance and HCL Technologies considers how the development of a digital thread is vital for business model transformation.

Partner blog: Pandemic-proof: Building a crisis-resistant organizational culture and technology core

Apr 28, 2020

Sachin Bajaj, Senior Vice President, Digital & Analytics at HCL Technologies, explains why coronavirus - by forcing organisations to create a remote working environment at speed - could turn out to be the spur they need to realise the benefits of digitalisation.

View all news