<p>Companies<strong> </strong>that seek to venture into providing services in addition to providing products have many business issues to consider as there are many differences between providing service and product offerings.  One factor that needs to be considered in service offerings is the aspect of time, as services are offered for an extended period of time, creating a unique type of relationship between the customer and the service provider.  With product offerings, the point of sale is usually the end of the product provider and customer relationship.  The added time aspect in the service offering brings with it the issues of uncertainty as service contracts are made for a certain period of time in the future, where things are unknown.</p><p> </p><p>This thesis looked at types of uncertainties important to service offerings, especially in the manufacturing industry.  The uncertainties have an impact on how service offering contracts are constructed, as they can affect the profit and costs of the service provider. The three types of uncertainties that were examined were product malfunction uncertainty, service delivery uncertainty, and customer requirement uncertainty. Using these three types of uncertainty, mathematical models were constructed to represent the cost and revenue of different contract types. The different contract types were identified through a case study with a product manufacturer in Sweden.  Different probability distributions were selected to model the three types of uncertainty based on a literature review.  The mathematical models were then used to construct a software program, the uncertainty simulator tool, which service contract designers can use to model how uncertainties affect cost and revenue in their contracts.</p>

Companies that seek to venture into providing services in addition to providing products have many business issues to consider as there are many differences between providing service and product offerings.  One factor that needs to be considered in service offerings is the aspect of time, as services are offered for an extended period of time, creating a unique type of relationship between the customer and the service provider.  With product offerings, the point of sale is usually the end of the product provider and customer relationship.  The added time aspect in the service offering brings with it the issues of uncertainty as service contracts are made for a certain period of time in the future, where things are unknown.   This thesis looked at types of uncertainties important to service offerings, especially in the manufacturing industry.  The uncertainties have an impact on how service offering contracts are constructed, as they can affect the profit and costs of the service provider. The three types of uncertainties that were examined were product malfunction uncertainty, service delivery uncertainty, and customer requirement uncertainty. Using these three types of uncertainty, mathematical models were constructed to represent the cost and revenue of different contract types. The different contract types were identified through a case study with a product manufacturer in Sweden.  Different probability distributions were selected to model the three types of uncertainty based on a literature review.  The mathematical models were then used to construct a software program, the uncertainty simulator tool, which service contract designers can use to model how uncertainties affect cost and revenue in their contracts.

<p>The overall purpose of this thesis is to describe and analyse how capital goods manufacturers can enhance their industrial service offering.</p><p>The theoretical basis of this research is found in services marketing, recognising co-creation of value, that the service process is an open production system and that the customer determines value as the manufacturer can only offer value propositions.</p><p>The empirical basis is a multiple case study of service management at BT Industries, Electrolux Laundry Systems, ITT Flygt, and Saab. The four companies operate within different industries, have different service offerings and they are facing different internal and external conditions, which affect their service organisation and offering.</p><p>It is becoming increasingly important for capital goods manufacturers to offer services and there are further growth and profit opportunities on the market for industrial services. It is suggested that there is major improvement potential and financial gains possible to achieve if more resources are allocated to services. Moreover, utilisation of new technological means leads to increased dematerialisation and enable manufacturers to enhance existing service offerings as well as enable new ones.</p><p>Depending on whether the services have a traditional product-orientated focus or a customer-centric process-orientated focus, and depending on the scope of the offering, there are different critical factors to consider. Process-orientated services require knowledge about not only how to service the installed base but also how to improve the customer’s industrial production process.</p><p>Generally, bundled services require a modular structure with standardised, formalised processes and integration between local and central organisation. Extensive bundled offerings require that both customer and provider have relational intent and a long-term relationship is regarded as a condition for successful customer involvement in service development. Long-term relationships also enable the company to act proactive and develop offerings with a customer-centric approach, instead of having a product-centric approach and internally-focused innovation.</p><p>To conclude, operational service processes and interfaces, internal and with the customer, are critical to manage both from a cost-efficiency and revenue-effectiveness perspective. Furthermore, it is argued that customer relationships and development of the service offering must be managed strategically.</p> / Report code: LiU-TEK-LIC 2006:42

The overall purpose of this thesis is to describe and analyse how capital goods manufacturers can enhance their industrial service offering. The theoretical basis of this research is found in services marketing, recognising co-creation of value, that the service process is an open production system and that the customer determines value as the manufacturer can only offer value propositions. The empirical basis is a multiple case study of service management at BT Industries, Electrolux Laundry Systems, ITT Flygt, and Saab. The four companies operate within different industries, have different service offerings and they are facing different internal and external conditions, which affect their service organisation and offering. It is becoming increasingly important for capital goods manufacturers to offer services and there are further growth and profit opportunities on the market for industrial services. It is suggested that there is major improvement potential and financial gains possible to achieve if more resources are allocated to services. Moreover, utilisation of new technological means leads to increased dematerialisation and enable manufacturers to enhance existing service offerings as well as enable new ones. Depending on whether the services have a traditional product-orientated focus or a customer-centric process-orientated focus, and depending on the scope of the offering, there are different critical factors to consider. Process-orientated services require knowledge about not only how to service the installed base but also how to improve the customer’s industrial production process. Generally, bundled services require a modular structure with standardised, formalised processes and integration between local and central organisation. Extensive bundled offerings require that both customer and provider have relational intent and a long-term relationship is regarded as a condition for successful customer involvement in service development. Long-term relationships also enable the company to act proactive and develop offerings with a customer-centric approach, instead of having a product-centric approach and internally-focused innovation. To conclude, operational service processes and interfaces, internal and with the customer, are critical to manage both from a cost-efficiency and revenue-effectiveness perspective. Furthermore, it is argued that customer relationships and development of the service offering must be managed strategically. / Report code: LiU-TEK-LIC 2006:42

Environmental impact has increasingly become a “buzzword” and an important topic. This topic has been integrated into the agenda of many companies worldwide, and this dissertation focuses on the transportation and logistics industry. Environmental concerns have gained increased attention among many logistic service providers (LSPs) due to the environmental impact from their operations, and they have been identified of having a significant role in reducing the environmental burden in the supply chain. An environmental approach of the LSPs' business has also been identified as a way to achieve competitive advantage and provide market opportunities where the development and marketing of new products and services associated with green issues are suggested as important aspects for future growth. However, considering the scarcity of research regarding this topic, a study that reveals potential aspects in the development of green service offerings can bridge the knowledge gap and provide opportunities for further research within this field. The purpose of this dissertation is therefore to develop and explain a framework for LSPs’ development of green service offerings. The purpose is addressed by first investigating LSPs' service development from a general perspective in order to, in a second stage, reach a better understanding of the implications when integrating green aspects in LSPs' service development efforts. Theoretically, this dissertation departed from service marketing literature or more specifically new service development (NSD) research. This resulted in a conceptual framework including key dimensions and aspects regarding a company’s NSD efforts and activities. From this foundation, the theoretical framework was developed further based on research regarding LSPs' service development and innovation management. Finally the framework was extended with green logistics literature as well as research regarding LSPs' green development and influences on their service offerings. Empirically, this research is mainly based on qualitative data from an in-depth case study on a large LSP active on the Swedish market. In addition, empirical data from a multiple case study and a questionnaire survey conducted for the Licentiate thesis were used in order to enrich the analysis regarding the LSPs' development of green service offerings. The analysis followed a stepwise approach where literature and empirical data were analysed. One of the main results in this dissertation is the framework for LSPs' new service development, consisting of five dimensions: NSD culture, NSD strategy, NSD process focus, IT use and expertise and NSD knowledge and skills. The NSD framework presents a holistic view of the LSPs’ NSD efforts by revealing different dimensions, their roles and relations to each other as well as the pre-requisites to take into consideration in the development of new services. Thus, the different NSD dimensions should not solely be viewed as isolated dimensions; instead, there is a need for LSPs to have a holistic view and understanding of the NSD activities’ reciprocity. Another main result concerns the adaption of the NSD framework to green service development. The results reveal some pre-requisites relevant for LSPs to consider in their efforts to develop green service offerings and are summarised in the following main dimensions: Creating green awareness in the NSD culture – encourage participation regarding green initiatives within the organisation, defining a “common picture” in order to facilitate collaboration efforts and knowledge exchange concerning green expertise. The support from top management was also identified of having an influencing impact. Defining the strategic approach of green service offerings – integrate a green concern in the overall business strategy and to define the strategic role and incentives for developing green service offerings. The results also suggest LSPs to adapt green NSD efforts to different business contexts and market possibilities to match existing resources and skills with customers’ green requirements, and to perform a segmentation of customers’ environmental work and ambitions to increase the understanding of customers’ green attitudes and requirements. Create processes and routines to facilitate spreading of green knowledge – highlights the relevance of a process focus for spreading green knowledge both from an external and internal perspective. It involves e.g. adoption of certifications, procedures for environmental calculations and documentation as well as routines to spread and integrate green knowledge among employees as well as identification of customers’ green requirements. Improve green internal knowledge and build green collaborations – provide training and education to increase the level of green awareness and knowledge among employees as well as customers and strive for collaboration efforts both internally and externally to utilise each other’s knowledge and resources towards the development of green service offerings. Increase transparency of green information both internally and externally – improve green information transparency to build both internal and external trust and increase possibilities to effectively use other actors’ knowledge and resources to develop environmental improvements in the supply chain. Integration of IT expertise and synchronisations of IT systems to facilitate and support environmental work and development of green service offerings.

This research aims to explore and propose a more effective management of rail and road infrastructure and the possibility of a more resource-efficient road and rail infrastructure by applying business models based on performance and a life-cycle perspective. There is a lack of efficiency in the Swedish rail and road infrastructure industries - at the same time as the availability of the rail tracks and roads is essential. Rail and road infrastructure have long lifetimes, around 40-60 years, and during these decades regular maintenance and reconstruction are needed to ensure proper function. Large amounts of resources are required to construct the infrastructure, and the overall environmental pressure depends substantially on this. This research is largely based on interviews conducted with the buyer, contractors and design consultants for rail and road infrastructure in Sweden. Literature reviews have been conducted to develop the framework needed to analyze the empirical findings. This research contributes by building on theory in areas such as Integrated Product Service Offerings (IPSOs) and eco-design, and this abstract presents a brief summary of the overall conclusions. Several challenges for rail and road infrastructure in Sweden have been identified, such as the lack of information and knowledge transfer between different projects and actors. This is due to e.g. the use of traditional short-term contracts and conservative cooperate cultures, creating sub-optimizations in management. Increased collaboration, through e.g. partnering, seems to be a promising way to increase the information and knowledge transfer between actors by increasing trust and interaction. In this way, management would be more effective, and by involving contractors in the design phase, more efficient technical solutions could be developed and used. Additionally, increased involvement by the design consultants and an iterative information loop between design, construction and maintenance could also be beneficial. The research indicates that increased cooperation increases trust. In this way, there is a possibility to remove the detailed requirements that prevent new ways of working. Rail and road infrastructure have characteristics, such as the resources used and the importance of availability, that are well-suited for IPSOs. This performance-based business model with a life-cycle perspective provides incentives to optimize the use of resources and provide a holistic view for management that is lacking today for rail and road infrastructure. However, a long-term contract such as an IPSO creates uncertainties. The actors are risk-averse, which is an obstacle in the development of new business models and contract forms. Most of the risks and uncertainties identified are due to lack of experience. This implies that an implementation of IPSOs will have a steep learning curve. Additionally, risk allocation between the actors is important for effective management: too much risk for the suppliers will make them reluctant in developing new solutions, and they will use a risk premium to cover up for the risk.

Åskådarna inom idrottssektorn har en aktiv roll och en stor betydelse för idrottsorganisationers ekonomi. Tidigare forskning visar att det är viktigt för idrottsorganisationer att integrera med åskådarna med tilläggstjänster som skapar mervärde, eftersom matchen i sig säkerställer inte återkommande åskådare. Konsekvensen av minskat publiksnitt utsätter idrottsorganisationernas ekonomi, eftersom åskådarna generar centrala intäkter för idrottsorganisationer men kan även ha en indirekt effekt på de övriga intäkterna. Publiksnitten för innebandyn i Sverige och i SSL Herr har varit låg och sjunkit under de två senaste säsongerna med 14 procent. Därför har det varit av intresse att förstå hur innebandyföreningar i SSL Herr arbetar för att skapa tjänstevärde för åskådarna. Syftet för studien har varit att genom en jämförelse av innebandyföreningar i SSL Herr undersöka om det finns faktorer i deras matcharrangemang, i sådana fall vilka, som har påverkat förändringen i publiksnittet. För att besvara syftet genomfördes semi-strukturerade intervjuer med respondenter från sju olika innebandyföreningar i SSL Herr. Det insamlade materialet har tolkats med hjälp av den teoretiska referensramen där resultatet visar att det finns skillnader och likheter i innebandyföreningars matcharrangemang vilka kan påverkat förändringen i publiksnittet. Det finns samband mellan ökat publiksnitt och restaurangmöjligheter, vilket kan vara en stor bidragande faktor för förändringen i publiksnittet. Studien påvisar även att det kan vara problematiskt att skapa atmosfär och tjänstevärde för åskådarna i för stora arenor i förhållande till publiksnittet. Slutligen visar studien att det kan vara problematisk för innebandyföreningar att planera in matchdagar om de har en geografisk position där de konkurrera med övriga aktörer inom upplevelseindustrin. Vissa innebandyföreningar verkar lämna ansvaret att skapa en bra atmosfär till åskådarna och är inte underförstådda att de i lika stor utsträckning kan själva påverka atmosfären inne i arenan. Under de senaste åren har publiksnitten sjunkit i de flesta åskådaridrotter i Sverige där innebandy är bara ett exempel av problemet som legat till grund för studien. Denna studie visade att det finns brister i tjänsteerbjudandet och därför bör vidare studier inrikta sig mot innebandyns åskådare men även andra idrotter i Sverige. / Spectators in sport have an active role and are significant for sports organizations' economy. Previous research shows that it is important for sports organizations to integrate with spectators with additional services that create added value, because the game itself does not ensure recurring spectators. The consequence of reduced number of spectators exposes the sports organizations' economy, as spectators generate a central income for sports organizations, it may also have an indirect effect on other income. The number of spectators for floorball in Sweden and in "SSL Herr" has been low and has decreased with 14 percent under the last two seasons. Therefore, it has been of interest to understand how floorball organizations in "SSL Herr" work to create service value for the spectators. The purpose of this study has been to investigate whether there are factors in floorball organizations in "SSL Herr" game events, in such cases, which have influenced the change in the number of spectators. To answer the purpose of this study, semi-structured interviews were conducted with respondents from seven different floorball organizations in "SSL Herr". The gathered material has been interpreted using the theoretical frame of reference, where the results show that there are differences and similarities in floorball organizations game events that may have affect the change in the number of spectators. There is correlation between increased number of spectators and restaurant possibilities, which can be a major contributing factor to the change in the number of spectators. This study also shows that creating ambience and service value for spectators in large arenas can be problematic if the number of spectators is low. Finally, the study shows that it may be problematic for floorball organizations to schedule game days if they have a geographic position where they compete with other actors in the experience industry. Some floorball organizations seem to leave the responsibility to create a good ambience to the spectators and are not implied that they can influence the ambience themselves. Over the last few years, the number of spectators has reduced in most of the spectator sports in Sweden where floorball is just one example of the problem that was the basis for this study. This study showed that there are shortcomings in the service offerings and therefore future studies should focus on floorball spectators but also other sports in Sweden.

This work maps the supply of social assistance to prostitutes in Dubí. Its aim is to determine which organizations are active in this direction and what is their job. For this detection was used a method called "snowball", followed by an analysis of written documents of these organizations and data collection through interviews with their staff. It was found that five oraganizations were here. Of these are currently only three aktive: Rozkoš bez rizika, Diecézní charita i Litoměřice and WHITE LIGHT I. I managed to create an overview of the activities of all the identified entities. Some information about conditions that they have in Dubí were found at the same time. The results of my work can be used by organisations themself for their better work coordination, as well as for city hall, which could be able to gain a better view of services, which have been afforded in its scope.

During the past decade, growing attention has been given to industrial service offerings in the marketing literature as well as in many manufacturing firms. This phenomenon is often described as a goods-services transition, in which companies increasingly turn to the provision of industrial services in order to achieve competitive advantage, such a closer customer relationships and higher profit margins. Industrial services span a wide range of offerings, from basic after-sales services to process-orientated solutions consisting of both services and capital goods. With industrial service offerings receiving increased attention as their importance is understood, the ability to manage the service business in a manufacturing context becomes ever more vital. The overall purpose of this doctoral thesis is to describe and analyse how capital equipment manufacturing firms strategically manage their industrial service offerings in order to achieve long-term competitive advantage. This includes analysing how to organise the firm for the development and production of service, and, depending on the type of industrial service offering, what the requirements on the service processes are. Furthermore the role of information and communication technologies as enablers for new offerings and processes is analysed. The thesis consists of a compilation of five papers, two case descriptions and an extended summary. The research builds on a multiple case study of the service organisations of market-leading manufacturing firms. The main cases are based on in-depth studies at ITT Water &amp; Wastewater and Toyota Material Handling Group. The results suggest that, as the division between goods and services becomes ever more blurred, there is an increasing need for cooperation between the service and the product organisations. Applying a service logic means that the traditional division between goods sales and after-sales services becomes outdated. Instead, the customer relationship becomes the centre of the offering regardless of its combination of services and goods. Further, the infusion of service in manufacturing firms means that more service processes and interfaces have to be managed simultaneously. Theoretically, this research contributes mainly to the fields of industrial marketing and service as a business logic. One contribution is the proposed typologies for industrial service offerings which make it possible to better understand the dynamics of service processes. Another important contribution of this research is the service function concept. Industrial services must not be equated with the activities of the industrial service organisation only. Although the service organisation most likely is the key entity, it is only one subset of the service function; sales product development, manufacturing, senior management, and other organisational entities, as well as external service providers and customers, are to be seen as part-time service functions that influence the offering. Compared to previously, competitive advantage through industrial service offerings is to a greater extent based on factors outside the service organisation, i.e. in other parts of the service function.

Combining products and services into Product-Service Systems (PSS), which are often owned and even operated by the company offering them, is seen as an important element of conducting more sustainable business. The prospective environmental benefits of PSS lie mainly in the improved resource- and operational efficiency. This is achieved by way of a critical shift in incentive structure: If an industrial company assumes responsibility for an offering throughout the lifecycle, the terms on which that company operates are changed substantially in comparison to traditional product sales. Instead of benefiting from a short lifetime through additional sales opportunities or making profit through the sale of spare parts, in highly integrated PSS, each parts exchange, each technicians’ visit and each day the lifetime of the offering is reduced directly affects the bottom line of the provider. Due to that, solely as a result of economic rationality, a provider of these offerings has an incentive to design in such a way that the life of this offering is prolonged, need for spare parts is reduced, service activities are facilitated and simplified, and that the conditions are in place to allow for a second or third life of the offering through remanufacturing. Regardless of this compelling logic, at times, industrial companies fail to establish the preconditions to capturing these benefits as they continue to rely on product and sales-centric design processes even though they provide PSS. This thesis aims to examine this unexploited opportunity from two vantage points. On the one hand, methods conceived in academia to support industry in implementing and executing joint, lifecycle-focused design of products and services, and the use of these methods in practice, are examined. Here, the focus firstly lies on understanding how PSS are designed today, and secondly, on what should change about PSS design methods to improve their implementability and usability in industrial practice, so that they can fulfill their supposed role as facilitators of efficient PSS design and operation. On the other hand, the possible benefits of providing specifically designed and lifecycle-focused PSS as an industrial company are in focus. To this end, the value attained by providers throughout the use phase of PSS is investigated, to then identify possible approaches towards enhancing this value. Eventually, both focus-areas are joined in an effort to examine the interaction between method-supported, lifecycle-oriented PSS design and the value attained by providers of such offerings. As a result of the research, a lacking adaptation of design processes to PSS is identified in the case companies. Further, shortcomings of PSS design methods conceived in academia, e.g. excessive complexity, lacking clarity and rigidity, are found in both literature as well as in a study with an industrial company. To take a first step towards rectifying this issue, six characteristics intended to enhance implementability and usability of PSS design methods, are presented. The value attained by PSS providers has been found to be a complex but important subject. In a case study, value determinants of high relevance to the use phase of the lifecycle have been identified and assessed for their utility as indicators in the evaluation and enhancement of PSS offerings in the design phase. The practitioners involved were supportive of the applicability of the systematic approach presented to capture more value through offering PSS. In joining both the value- and method-oriented approach, the mutual dependency of both aspects is discussed. In order to provide PSS in an economically and environmentally efficient fashion, adapting the existing design processes is imperative. The value attained by the provider can, complementary to existing customer-centric approaches, serve as an important goal for the adaptation of design processes. Ultimately, through understanding the change in incentive structure at the core of PSS, and through implementing a value-driven design process supported by efficient and effective methods aimed at providing both customer value and capturing provider benefits throughout the lifecycle, there is a genuine potential of conducting more sustainable business.