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From Selling Products to Providing User Oriented Product-Service Systems – Exploring Service Orientation in the German Machine and Plant Manufacturing Industry

  • Konstantin KernschmidtEmail author
  • Stephanie Preißner
  • Christina Raasch
  • Birgit Vogel-Heuser
Conference paper
Part of the IFIP Advances in Information and Communication Technology book series (IFIPAICT, volume 467)

Abstract

Companies shifting from selling technical products towards offering integrated product-service systems (PSS) need to extend their existing service portfolio according to their customers’ needs. Using a qualitative case study approach this paper explores service orientation in the German machine and plant manufacturing industry. We develop a measure for firm service orientation based on interview and secondary data. We assess the firms’ status quo of PSS development and allocate companies on a continuum from product- to result- oriented PSS. Our results indicate that service orientation varies substantially across firms and that a high service orientation is related to a high level of user integration. With regard to product portfolio, we find, that individualized or modularized product architectures foster the development of a higher service orientation. This paper contributes to the understanding of how product and service characteristics need to be intertwined when developing integrated PSS. User integration is identified as an instrument for enhancing service orientation. This paper provides guidance about how to overcome common barriers to enhancing service orientation and shifting from technical products to result-oriented PSS.

Keywords

Product-Service System User integration Service orientation 

Notes

Acknowledgment

We thank the German Research Foundation (DFG) for funding this work as part of the collaborative research centre ‘Sonderforschungsbereich 768 – Managing cycles in innovation processes’ (SFB 768).

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Copyright information

© IFIP International Federation for Information Processing 2016

Authors and Affiliations

  • Konstantin Kernschmidt
    • 1
    Email author
  • Stephanie Preißner
    • 2
  • Christina Raasch
    • 2
  • Birgit Vogel-Heuser
    • 1
  1. 1.Institute of Automation and Information SystemsTechnische Universität MünchenMunichGermany
  2. 2.TUM School of ManagementTechnische Universität MünchenMunichGermany

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