Purpose: The purpose of this study is to explore organizational enablers of frontline employees’ (FLEs) service-sales ambidexterity (SSA) in industrial firms expanding their digital service portfolios. Design/methodology/approach: The authors conducted a qualitative study of five industrial...

Part I: Theoretical Considerations -- Introduction to Managing Industrial Services -- Servitization of Manufacturing Companies -- Fundamentals of Industrial Service Management -- Service Strategy -- Organizational Structure -- Service Innovation -- Service Sales -- Service Operations -- Customer...

Theoretically based on public service logic (PSL), this paper explores the barriers and capabilities surrounding public sector value co-creation with private sector organizations in the context of digital transformation. Specifically, value co-creation efforts at a large public transport and...

Purpose – Despite the proven benefits of an extended service business, most manufacturing companies find it extremely difficult to increase service revenues successfully. Design/methodology/approach – An extensive benchmarking project was conducted with a variety of firms in order to gain a...

Purpose: In this paper, the authors empirically investigate under which conditions production network management is effective to improve manufacturers' financial performance. For this, the authors explore contingencies between production networks and the three key dimensions of organizational...

Purpose: Manufacturers seek to innovate and improve processes using new digital technologies. However, knowledge about these new technologies often resides outside a firm's boundaries. The authors draw on the concept of absorptive capacity and the literature on open innovation to explore the...

Purpose: The purpose of this paper is to identify and investigate non-technical barriers for smart services in the capital goods industry. Design/methodology/approach: A multiple methodology approach is adopted. First, qualitative workshops and interviews were conducted with 14 experts from...