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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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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