A framework to identify and analyze resources and capabilities required for service offerings
Year: 2014
Type: dissertation
Abstract: Today an increasing number of companies are moving from offering pure products to also include services in their offerings.This is a trend that can be seen across almost all industries.When offering services there is a need for greater customization, which requires new resources and capabilities within a firm.Different service types require different resources and capabilities, and the connections between service types and resources and capabilities are thus an interesting subject to investigate.In this thesis service types refers to different types of service offerings targeting different customer needs.The purpose of this thesis is to investigate and identify which resources and capabilities that are required when offering new service types.The purpose is also to develop a framework to be used to map required resources and capabilities for different service types.Six service types have been identified, and important resources and capabilities required for these service types are identified through an empirical study based on internal and external interviews as well as a benchmarking.The six identified service types are: Process Analysis, Process Improvements, Planning Tools, Logistics and Distribution Management, Waste Management and Education and Training.A conceptual framework based on previous research is developed, consisting of both service classification and groups of resources and capabilities.The service classifications are divided into product-oriented services and process-oriented services.Resources are divided into the following subgroups; physical capital resources, human capital resources and organizational capital resources.Capabilities are divided into operational capabilities and dynamic capabilities.The identified resources and capabilities for each service type are mapped in the framework, and similarities, clusters and connections between the required resources and capabilities are identified.The most important resources and capabilities common to most service types are: understanding of customer processes; the mix of domain specific knowledge and other expertise; the ability to integrate systems from suppliers, partners and customers; and the available knowledge within the company.Based on the analysis an extended conceptual framework is created, in which an additional subgroup of capabilities is added, namely systems integration capabilities.
Authors: Linnéa Hemdal, Emma Zetterholm
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
Funder: Chalmers Tekniska Högskola
OpenAlex ID: W2164455880