Submitted by Angela Walters on Tue, 13/06/2017 - 11:19
12 June 2017 - Exploring the Journey to Services - Veronica Martinez
In this webinar Veronica discusses her recent paper on 'Exploring the Journey to Services'. 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 research tells you;
♣ 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.
