Resource configurations for services success in manufacturing companies

Chris Raddats · Jamie Burton · Rachel Ashman

90 citations0/0 files storedJournal of service management

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Service and Product Innovation Innovation and Knowledge Management Outsourcing and Supply Chain Management

Abstract

Purpose – The purpose of this paper is to investigate which resources and capabilities are most important to enable large manufacturers undergoing servitization to develop and deliver successful services. Design/methodology/approach – A survey of 155 UK-based manufacturers provided the basis for the study. Data analysis was undertaken using confirmatory factor analysis and multiple regression. Findings – In total, five constructs (“resource configurations”) which enable the development and delivery of successful services and a construct to measure services performance (“Success of Services”) were developed from the literature. A measurement model based on these constructs was empirically tested and verified. Two resource configurations; “Leaders and Services Personnel” and “Services Methods and Tools” were found to make a unique and statistically significant contribution to “Success of Services.” Research limitations/implications – The study highlights the importance of corporates leaders and service employees in developing and delivering success. Service-specific methods and tools are important for developing compelling customer offerings. The study demonstrates the utility of a resource-based perspective in terms of understanding the factors that enable successful services, but also exposes the limitations of using such broad measures, with common lower order resources underpinning multiple resource configurations. The study was conducted from the manufacturer’s perspective, and future studies could also include the customer’s perspective. Practical implications – The research identifies important factors in developing a greater service orientation in manufacturing companies. Originality/value – This is one of the first studies to develop and test a model of services success, generalizable to the population of large manufacturers.

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References

1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives 1991Firm Resources and Sustained Competitive Advantage 2004Firm resources and sustained competitive advantage 1990Comparative fit indexes in structural models.1994The Commitment-Trust Theory of Relationship Marketing 1979A Paradigm for Developing Better Measures of Marketing Constructs 1977Estimating Nonresponse Bias in Mail Surveys 1979Review of Psychometric theory (2nd ed.).

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