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Development of industrial service offerings a process framework英文文献.pdf

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The current issue and full text archive of this journal is available at /1757-5818.htm JOSM Development of industrial service 20,2 offerings: a process framework ¨ Daniel Kindstrom and Christian Kowalkowski ¨ 156 Department of Management and Engineering, Linkoping University, ¨ Linkoping, Sweden Abstract Purpose – The purpose of this paper is to propose a service development process that is adapted to manufacturing companies and to discuss its implications for companies with a traditional focus on product development and product sales. Design/methodology/approach – The paper looks at new service development (NSD) literature and argues for a rationale to study NSD processes in a manufacturing context. Next, a generic NSD framework for manufacturing companies is presented. Examples are given based on an explorative multiple case study (ten companies) with in-depth interviews and focus groups. The analysis reveals organizational requirements and other critical factors related to each stage of the NSD process. Findings – A four-stage service offering development framework is presented. Critical a