Purpose of the paper: This article introduces the service function concept, as well as why and how it can be a useful concept for addressing service management challenges in industrial firms. Design/methodology/approach: Two in-depth case studies of global industrial firms enabled a thorough...

Purpose - As part of ‘service infusion’, manufacturers use services to differentiate their products and provide growth. Although several attempts have been made to classify manufacturers’ service strategies and offerings, most have been based on small purposive samples. The purpose of this...