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Service development in product-service systems: a maturity model

Author

Listed:
  • Mario Rapaccini
  • Nicola Saccani
  • Giuditta Pezzotta
  • Thomas Burger
  • Walter Ganz

Abstract

The paper proposes a model for assessing the maturity of new service development (NSD) processes in manufacturing companies that offer product-services. The model adopts a five-stage scale on which key elements are evaluated according to the following dimensions: (1) the approach used to manage processes and projects (2) the use of specific resources, skills and tools (3) the involvement of customers, suppliers and other stakeholders and (4) the adoption of performance management systems. An empirical application of the model was carried out based on an inter-company workshop and in-depth interviews. Such a model allows not only to describe the maturity of NSD processes of a company but also to identify the main gaps and to prioritize improvement actions.

Suggested Citation

  • Mario Rapaccini & Nicola Saccani & Giuditta Pezzotta & Thomas Burger & Walter Ganz, 2013. "Service development in product-service systems: a maturity model," The Service Industries Journal, Taylor & Francis Journals, vol. 33(3-4), pages 300-319, February.
    • Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:300-319
    DOI: 10.1080/02642069.2013.747513
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    References listed on IDEAS

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    7. Jon Sundbo, 1997. "Management of Innovation in Services," The Service Industries Journal, Taylor & Francis Journals, vol. 17(3), pages 432-455, July.
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    Cited by:

    1. Xiao Han & Menghan Zhang & Yixuan Hu & Yuan Huang, 2022. "Study on the Digital Transformation Capability of Cost Consultation Enterprises Based on Maturity Model," Sustainability, MDPI, vol. 14(16), pages 1-18, August.
    2. Huikkola, Tuomas & Kohtamäki, Marko & Rabetino, Rodrigo & Makkonen, Hannu & Holtkamp, Philipp, 2022. "Overcoming the challenges of smart solution development: Co-alignment of processes, routines, and practices to manage product, service, and software integration," Technovation, Elsevier, vol. 118(C).
    3. Ana Batlles-delaFuente & Luis Jesús Belmonte-Ureña & José Antonio Plaza-Úbeda & Emilio Abad-Segura, 2021. "Sustainable Business Model in the Product-Service System: Analysis of Global Research and Associated EU Legislation," IJERPH, MDPI, vol. 18(19), pages 1-33, September.
    4. Ilona Skačkauskienė & Povilas Švogžlys, 2021. "Improving the Process of Developing New Services Using Uncertain Data," Energies, MDPI, vol. 14(16), pages 1-20, August.
    5. Linus Thomson & Anmar Kamalaldin & David Sjödin & Vinit Parida, 2022. "A maturity framework for autonomous solutions in manufacturing firms: The interplay of technology, ecosystem, and business model," International Entrepreneurship and Management Journal, Springer, vol. 18(1), pages 125-152, March.

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