Acquiring customer knowledge to enhance servitization of industrial companies

    Research output: Chapter in Book/Report/Conference proceedingChapter or book articleProfessional

    22 Citations (Scopus)

    Abstract

    To enhance servitization of industrial companies there is a need for better understanding of why and how business customers purchase services. The purpose of this study is therefore to identify the factors affecting customers' service procurement. The study combines the theoretical bases of servitization, key account management and customer knowledge management. A qualitative exploratory research approach based on semi-structured interviews in both supplier and customer companies (n=47) was used. The study contributes to the servitization literature by suggesting that customer's outsourcing strategy, manufacturing technology, level of technological competency, procurement function structure, and expectations for benefits and customer experience significantly influence the procurement of services. We propose that acquiring in-depth customer-specific knowledge is key to increasing solution suppliers' customer orientation in servitization. The acquired customer knowledge offers a basis for identifying customers of most strategic importance with regard to their service purchasing potential
    Original languageEnglish
    Title of host publicationServitization in Industry
    EditorsG. Lay
    PublisherSpringer
    Pages191-209
    ISBN (Electronic)978-3-319-06935-7
    ISBN (Print)978-3-319-06934-0
    DOIs
    Publication statusPublished - 2014
    MoE publication typeD2 Article in professional manuals or guides or professional information systems or text book material

    Fingerprint

    Customer knowledge
    Service economy
    Procurement
    Suppliers
    Customer knowledge management
    Manufacturing technology
    Purchase
    Factors
    Competency
    Structured interview
    Customer service
    Outsourcing strategy
    Purchasing
    Customer experience
    Key account management
    Management knowledge
    Customer orientation

    Cite this

    Hakanen, Taru ; Kansola, Minna ; Valkokari, Katri. / Acquiring customer knowledge to enhance servitization of industrial companies. Servitization in Industry. editor / G. Lay. Springer, 2014. pp. 191-209
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    abstract = "To enhance servitization of industrial companies there is a need for better understanding of why and how business customers purchase services. The purpose of this study is therefore to identify the factors affecting customers' service procurement. The study combines the theoretical bases of servitization, key account management and customer knowledge management. A qualitative exploratory research approach based on semi-structured interviews in both supplier and customer companies (n=47) was used. The study contributes to the servitization literature by suggesting that customer's outsourcing strategy, manufacturing technology, level of technological competency, procurement function structure, and expectations for benefits and customer experience significantly influence the procurement of services. We propose that acquiring in-depth customer-specific knowledge is key to increasing solution suppliers' customer orientation in servitization. The acquired customer knowledge offers a basis for identifying customers of most strategic importance with regard to their service purchasing potential",
    author = "Taru Hakanen and Minna Kansola and Katri Valkokari",
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    Acquiring customer knowledge to enhance servitization of industrial companies. / Hakanen, Taru; Kansola, Minna; Valkokari, Katri.

    Servitization in Industry. ed. / G. Lay. Springer, 2014. p. 191-209.

    Research output: Chapter in Book/Report/Conference proceedingChapter or book articleProfessional

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    AB - To enhance servitization of industrial companies there is a need for better understanding of why and how business customers purchase services. The purpose of this study is therefore to identify the factors affecting customers' service procurement. The study combines the theoretical bases of servitization, key account management and customer knowledge management. A qualitative exploratory research approach based on semi-structured interviews in both supplier and customer companies (n=47) was used. The study contributes to the servitization literature by suggesting that customer's outsourcing strategy, manufacturing technology, level of technological competency, procurement function structure, and expectations for benefits and customer experience significantly influence the procurement of services. We propose that acquiring in-depth customer-specific knowledge is key to increasing solution suppliers' customer orientation in servitization. The acquired customer knowledge offers a basis for identifying customers of most strategic importance with regard to their service purchasing potential

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