Success Factors of Industrial Services - An Empirical Study
|Titel||Success Factors of Industrial Services - An Empirical Study|
|Jahr d. Veröffentlichung||2009|
|Autoren||Amberg, M., Holm, T. & Gepp, M.|
|Konferenz||Annals of DAAAM for 2009 & Proceedings of the 20th DAAAM International Symposium|
|Publisher||Annals of DAAAM for 2009 & Proceedings of the 20th DAAAM International Symposium|
Industrial services become increasingly important due to the intensified competition in markets for capital goods. Despite the proven benefits of industrial services many manufacturers have great difficulties to increase their service revenues. To identify success factors of industrial services the authors conducted a web-based survey among companies of the capital goods industry. The answers of firms which are successful in service business were compared to those of less successful ones. The results corroborate that service leaders have a more formalized service development process, a service portfolio close to the market and information systems supporting their business processes. This paper presents important success factors and their effects to help manufacturers differentiate themselves through industrial services.