This paper reports the initial results of a wider research programme that investigates how service design might positively contribute to the development of product-service systems (PSS) within manufacturing SMEs. The paper presents the results of interviews with two firms that have begun to embrace service design. The analysis of these results is used to produce a conceptual framework that aims to aid understanding of a company’s potential readiness for servitization through service design.
Acklin, C. (2013) ’Design Management Absorption Model: A Framework to Describe and Measure the Absorption Process of Design Knowledge by SMEs with Little or no Prior Design Experience’, Creativity & Innovation Management, 22(2), pp. 147-160.
Bailey, S. ’Embedding service design: the long and the short of it: Developing an organisation’s design capacity and capability to sustainably deliver services’. 3rd Service Design and Service Innovation conference, ServDes.2012, Linköping, Sweden: Linköping University Electronic Press.
Baines, T. and Lightfoot, H. (2013a) Made to Serve: How manufacturers can compete through servitization and product service systems. Wiley.
Baines, T. and Lightfoot, H. (2013b) ’Servitization of the manufacturing firm’, International Journal of Operations & Production Management, 34(1), pp. 2-35.
Baines, T. S., Lightfoot, H. W., Benedettini, O. and Kay, J. M. (2009) ’The servitization of manufacturing: A review of literature and reflection on future challenges’, Journal of Manufacturing Technology Management, 20(5), pp. 547-567.
Baines, T. S., Tiwari, A., Alcock, J. R., Angus, J. P., Basti, M., Cousens, A., Irving, P., Johnson, M., Kingston, J., Lockett, H., Martinez, V., Lightfoot, H. W., Michele, P., Tranfield, D., Walton, I. M., Wilson, H., Evans, S., Neely, A., Greenough, R., Peppard, J., Roy, R., Shehab, E. and Braganza, A. (2007) ’State-of-the-art in product-service systems’, Proceedings of the Institution of Mechanical Engineers, Part B: Journal of Engineering Manufacture, 221(10), pp. 1543-1552.
Benedettini, O., Clegg, B., Kafouros, M. and Neely, A. (2009) ’Guest editorial: The myths of manufacturing’, Operations management research, 2(1/4), pp. 28-32.
Berends, H., Jelinek, M., Reymen, I. and Stultiëns, R. (2014) ’Product Innovation Processes in Small Firms: Combining Entrepreneurial Effectuation and Managerial Causation’, Journal of Product Innovation Management, 31(3), pp. 616-635.
Bijker, W. E., etc., Pinch, T. and Hughes, T. P. (1989) Social construction of technological systems: New directions in the sociology and history of technology. Massachusetts: M.I.T. Press.
BIS (2013) SMEs: The Key Enablers of Business Success and the Economic Rationale for Government Intervention Available at: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/266304/bis-13-1320-smes-key-enablers-of-business-success.pdf.
Boland, R. J., Collopy, F., Lyytinen, K. and Yoo, Y. (2007) ’Managing as Designing: Lessons for Organization Leaders from the Design Practice of Frank O. Gehry’, Design Issues, 24(1), pp. 10-25.
Brax, S. (2005) ’A manufacturer becoming service provider – challenges and a paradox’, Managing Service Quality, 15(2), pp. 142-155.
Chesbrough, H. ’Open Innovation: A Key to Achieving Socioeconomic Evolution - How Smaller Companies Can Benefit from Open Innovation’, Economy, Culture & History Japan Spotlight Bimonthly, JAPECO.
Clatworthy, S. (2012) ’Bridging the gap between brand strategy and customer experience’, Managing Service Quality, 22(2), pp. 108-127.
Clatworthy, S. (2013) Design support at the front end of the New Service Development (NSD) process. PhD Thesis, The Oslo School of Architecture and Design [Online] Available at: http://brage.bibsys.no/xmlui/handle/11250/93069 (Accessed.
Dew, N. (2007) ’Abduction: a pre-condition for the intelligent design of strategy’, Journal of Business Strategy, 28(4), pp. 38-45.
Gebauer, H., Fleisch, E. and Friedli, T. (2005) ’Overcoming the Service Paradox in Manufacturing Companies’, European Management Journal, 23(1), pp. 14-26.
Gebauer, H. and Friedli, T. (2005) ’Behavioral implications of the transition process from products to services’, Journal of Business & Industrial Marketing, 20(2), pp. 70-78.
Gebauer, H., Gustafsson, A. and Witell, L. (2011) ’Competitive advantage through service differentiation by manufacturing companies’, Journal of Business Research, 64(12), pp. 1270-1280.
Gro¨nroos, C. (2007) Service management and marketing: customer management in service competition. Chichester: J. Wiley & Sons.
Iriarte, I., Justel, D., Orobengoa, M., Val, E. and Gonzalez, I. ’Transforming Basque manufacturing companies through Service Design. Showing the potential of Service Thinking’. 4th Service Design and Service Innovation conference, ServDes.2014: Linköping, Sweden: Linköping University Electronic Press.
Kahneman, D. and Lovallo, D. (1993) ’Timid Choices and Bold Forecasts: A Cognitive Perspective on Risk Taking’, Management Science, 39(1), pp. 17-31.
Kastalli, I. V. and Van Looy, B. (2013) ’Servitization: Disentangling the impact of service business model innovation on manufacturing firm performance’, Journal of Operations Management, 31(4), pp. 169-180.
Kimbell, L. ’Insights from service design practice’. 8th European Academy of Design Conference, Aberdeen, Scotland.
Kolko, J. (2010) ’Abductive Thinking and Sensemaking: The Drivers of Design Synthesis’, Design Issues, 26(1), pp. 15-28.
Kowalkowski, C. (2010) ’What does a service-dominant logic really mean for manufacturing firms?’, CIRP Journal of Manufacturing Science and Technology, 3(4), pp. 285-292.
Kowalkowski, C., Witell, L. and Gustafsson, A. (2013) ’Any way goes: identifying value constellations for service infusion in SMEs’, Industrial Marketing Management, 42(1), pp. 18-30.
Laursen, K. and Salter, A. (2006) ’Open for Innovation: The Role of Openness in Explaining Innovation Performance among U.K. Manufacturing Firms’, Strategic Management Journal, 27(2), pp. 131-150.
Lightfoot, H., Baines, T. and Smart, P. (2013) ’The servitization of manufacturing’, International Journal of Operations & Production Management, 33(11/12), pp. 1408-1434.
Lipparini, A. and Sobrero, M. (1994) ’The glue and the pieces: Entrepreneurship and innovation in small-firm networks’, Journal of Business Venturing, 9(2), pp. 125-140.
Manzini, E. and Vezzoli, C. (2003) ’A strategic design approach to develop sustainable product service systems: Examples taken from the ’environmentally friendly innovation’ Italian prize’, Journal of Cleaner Production, 11(8), pp. 851-857.
Mathieu, V. (2001a) ’Product services: from a service supporting the product to a service supporting the client’, Journal of Business & Industrial Marketing, 16(1), pp. 39-61.
Mathieu, V. (2001b) ’Service strategies within the manufacturing sector: benefits, costs and partnership’, International Journal of Service Industry Management, 12(5), pp. 451-475.
Mont, O. and Tukker, A. (2006) ’Product-Service Systems: reviewing achievements and refining the research agenda’, Journal of Cleaner Production, 14(17), pp. 1451-1454.
Morelli, N. (2003) ’Product-service systems, a perspective shift for designers: A case study: the design of a telecentre’, Design Studies, 24(1), pp. 73-99.
Morelli, N. ’Beyond the experience. In search of an operative paradigm for the industrialisation of services’, 1st Service Design and Service Innovation conference, ServDes.2009, Linköping Electronic Conference Proceedings, 59: Linköping, Sweden: Linköping University Electronic Press.
Oliva, R. and Kallenberg, R. (2003) ’Managing the transition from products to services’, International Journal of Service Industry Management, 14(2), pp. 160-172.
Payne, A. F., Storbacka, K. and Frow, P. (2008) ’Managing the co-creation of value’, Journal of the Academy of Marketing Science, 36(1), pp. 83-96.
Pine, B. J. and Gilmore, J. H. (2000) Oltre il servizio: l’economia dell’esperienza. Etas.
Pine, B. J. and Gilmore, J. H. (2011) The experience economy. Boston, Mass.: Harvard Business.
Polaine, A., Løvlie, L. and Reason, B. (2013) Service Design. From Insight to Implementation Rosenfeld.
Reid, S. E. and De Brentani, U. (2004) ’The Fuzzy Front End of New Product Development for Discontinuous Innovations: A Theoretical Model’, Journal of Product Innovation Management, 21(3), pp. 170-184.
Rifkin, J. (2001) L’era dell’accesso. Mondadori
Rogers, E. M. (2003) Diffusion of innovations. 5th ed. edn. New York: Free Press.
Sangiorgi, D., Fogg, H., Johnson, S., Maguire, G., Caron, A. and Vijayakumar, L. ’Supporting manufacturing companies in their move toward services’, 3rd Service Design and Service Innovation conference, ServDes.2012., Linköping Electronic Conference Proceedings, 67: Linköping, Sweden: University Electronic Press.
Shostack, G. L. (1993) ’How to Design a Service’, European Journal of Marketing, 16(1), pp. 49-63.
Simons, B. B. (2013) ’The Rise of the Nano-Multinational’, HBR.
Süße, T. ’Improvisation as a prerequisite for the dynamic interplay of Production and Service in PSS: Insights of an organizational design principle and a game-based learning approach’, 7th Industrial Product-Service Systems Conference - PSS, industry transformation for sustainability and business.
Tukker, A. (2004) ’Eight types of product–service system: eight ways to sustainability? Experiences from SusProNet’, Business Strategy and the Environment, 13(4), pp. 246-260.
Vargo, S. L. and Lusch, R. F. (2004a) ’Evolving to a New Dominant Logic for Marketing’, Journal of Marketing, 68(1), pp. 1-17.
Vargo, S. L. and Lusch, R. F. (2004b) ’The Four Service Marketing Myths: Remnants of a Goods-Based, Manufacturing Model’, Journal of Service Research, 6(4), pp. 324-335.
Von Hippel, E. (2005) Democratizing Innovation. The MIT Press.
Walters, A., Thurston, P. and Cawood, G. (2012) ’User-centered service innovation: Are commercial interests preventing clients from maximising the value they get from service design research? ’, in Miettinen, S. & Valtonen, A. (eds.) Service Design with Theory: Lapland University Press, Finland.
Welsh, J. A. and White, J. F. (1981) ’A small business is not a little big business’, Harvard Business Review, 59(4), pp. 18–32.
Wetter Edman, K. ’Exploring Overlaps and Differences in Service Dominant Logic and Design Thinking’, 1st Service Design and Service Innovation conference, ServDes.2009, Linköping Electronic Conference Proceedings, 59: Linköping, Sweden: Linköping University Electronic Press.
Wise, R. and Baumgartner, P. (1999) ’Go Downstream: The New Profit Imperative in Manufacturing’, Harvard Business Review, pp. 133–141.