Towards service-oriented organisational culture in manufacturing companies

Research output: Contribution to journalArticleScientificpeer-review

16 Citations (Scopus)

Abstract

Purpose
– The purpose of this paper is to bring new insight into the barriers of service business development in installed base manufacturing companies by studying the transformation from an organisational culture perspective. It proposes a new framework that can be used both in studying the transition and in supporting the change within an organisation.

Design/methodology/approach
– A case study‐based approach was applied together with conceptual work based on literature in order to construct the framework. The study was carried out in two manufacturing companies and the framework was tested on four other occasions. The data collection methods included interviews, organisational culture surveys and workshops.

Findings
– The paper provides a service culture and capability framework with tentative descriptions of transformations in the basic elements needed to facilitate the significant progress of a service business. It also gives empirical examples of how the transformation can manifest itself in organisational culture.

Research limitations/implications
– The framework is promising, but further research is needed in terms of theoretical and empirical validation.

Practical implications
– The paper contributes to supporting the transformation from a product‐oriented culture towards a more customer‐oriented and service‐oriented culture. It suggests that the transformation can be facilitated by exploring and communicating new core task demands and synchronised development of customer relations, management, service development practices and service business understanding. It argues that this is also a possibility for renewing an entire organisation and improving its readiness for the future.

Originality/value
– This paper offers an essential, but little known organisation culture perspective to the theoretical discussion on industrial service business development.
Original languageEnglish
Pages (from-to)137-155
Number of pages18
JournalInternational Journal of Quality and Service Sciences
Volume4
Issue number2
DOIs
Publication statusPublished - 2012
MoE publication typeA1 Journal article-refereed

Fingerprint

Service-oriented
Manufacturing companies
Organizational culture
Service business
Business development
Data collection
Organization culture
Industrial services
Service development
Customer relation management
Design methodology
Readiness

Keywords

  • industrial service business
  • organizational service culture
  • manufacturing industries
  • business development
  • organizational change

Cite this

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abstract = "Purpose– The purpose of this paper is to bring new insight into the barriers of service business development in installed base manufacturing companies by studying the transformation from an organisational culture perspective. It proposes a new framework that can be used both in studying the transition and in supporting the change within an organisation.Design/methodology/approach– A case study‐based approach was applied together with conceptual work based on literature in order to construct the framework. The study was carried out in two manufacturing companies and the framework was tested on four other occasions. The data collection methods included interviews, organisational culture surveys and workshops.Findings– The paper provides a service culture and capability framework with tentative descriptions of transformations in the basic elements needed to facilitate the significant progress of a service business. It also gives empirical examples of how the transformation can manifest itself in organisational culture.Research limitations/implications– The framework is promising, but further research is needed in terms of theoretical and empirical validation.Practical implications– The paper contributes to supporting the transformation from a product‐oriented culture towards a more customer‐oriented and service‐oriented culture. It suggests that the transformation can be facilitated by exploring and communicating new core task demands and synchronised development of customer relations, management, service development practices and service business understanding. It argues that this is also a possibility for renewing an entire organisation and improving its readiness for the future.Originality/value– This paper offers an essential, but little known organisation culture perspective to the theoretical discussion on industrial service business development.",
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Towards service-oriented organisational culture in manufacturing companies. / Nuutinen, Maaria; Lappalainen, Inka.

In: International Journal of Quality and Service Sciences, Vol. 4, No. 2, 2012, p. 137-155.

Research output: Contribution to journalArticleScientificpeer-review

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