Managing the global service transition: employees’ reactions and management responses

References

• Baines, Tim, Howard Lightfoot, Palie Smart, and Sarah Fletcher. 2013. “Servitization of Manufacture: Exploring the Deployment and Skills of People Critical to the Delivery of Advanced Services.” Journal of Manufacturing Technology Management 24 (4): 637–646. doi:10.1108/17410381311327431.
   Google Scholar
• Bareil, Céline, and Justine Gagnon. 2005. “Facilitating the Individual Capacity to Change.” Gestion 22 (5): 177–194.
   Google Scholar
• Blomqvist, Marja, and Virpi Turkulainen. 2019. “Managing International Manufacturing at Plant and Plant Network Levels–Insights from Five Case Studies.” Production Planning & Control 30 (2–3): 131–148. doi:10.1080/09537287.2018.1534270.
   Web of Science ®Google Scholar
• Cheng, Yang, Sami Farooq, and John Johansen. 2015. “International Manufacturing Network: Past, Present, and Future.” International Journal of Operations & Production Management 35 (3): 392–429. doi:10.1108/IJOPM-03-2013-0146.
   Web of Science ®Google Scholar
• Cheng, Yang, Sami Farooq, John Johansen, and Chris O’Brien. 2019. “The Management of International Manufacturing Networks: A Missing Link towards Total Management of Global Networks.” Production Planning & Control 30 (2–3): 91–95. doi:10.1080/09537287.2018.1534273.
   Web of Science ®Google Scholar
• Childe, Stephen J. 2011. “Case Studies in Operations Management.” Production Planning & Control 22 (2): 107–107. doi:10.1080/09537287.2011.554736.
   Web of Science ®Google Scholar
• Erwin, Dennis G., and Andrew N. Garman. 2010. “Resistance to Organizational Change: Linking Research and Practice.” Leadership & Organization Development Journal 31 (1): 39–56. doi:10.1108/01437731011010371.
   Google Scholar
• Feldmann, Andreas, and Jan Olhager. 2019. “A Taxonomy of International Manufacturing Networks.” Production Planning & Control 30 (2–3): 163–178. doi:10.1080/09537287.2018.1534269.
   Web of Science ®Google Scholar
• Flyvbjerg, Bent. 2006. “Five Misunderstandings about Case-Study Research.” Qualitative Inquiry 12 (2): 219–245. doi:10.1177/1077800405284363.
   Web of Science ®Google Scholar
• Gebauer, Heiko, and Elgar Fleisch. 2007. “An Investigation of the Relationship between Behavioral Processes, Motivation, Investments in the Service Business and Service Revenue.” Industrial Marketing Management 36 (3): 337–348. doi:10.1016/j.indmarman.2005.09.005.
   Web of Science ®Google Scholar
• Gibbert, M., W. Ruigrok, and B. Wicki. 2008. “What Passes as a Rigorous Case Study?” Strategic Management Journal 29 (13): 1465–1474. doi:10.1002/smj.
   Web of Science ®Google Scholar
• Hakanen, Taru, Nina Helander, and Katri Valkokari. 2017. “Servitization in Global Business-to-Business Distribution: The Central Activities of Manufacturers.” Industrial Marketing Management 63: 167–178. doi:10.1016/j.indmarman.2016.10.011.
   Web of Science ®Google Scholar
• Herscovitch, Lynne, and John P. Meyer. 2002. “Commitment to Organizational Change: Extension of a Three-Component Model.” The Journal of Applied Psychology 87 (3): 474–487. doi:10.1037/0021-9010.87.3.474.
   PubMed Web of Science ®Google Scholar
• Kowalkowski, Christian, Daniel Kindström, and Per Olof Brehmer. 2011. “Managing Industrial Service Offerings in Global Business Markets.” Journal of Business & Industrial Marketing 26 (3): 181–192. doi:10.1108/08858621111115903.
   Web of Science ®Google Scholar
• Kreye, Melanie E. 2016. “Employee Motivation in Product-Service-System Providers.” Production Planning & Control 27 (15): 1249–1259. doi:10.1080/09537287.2016.1206219.
   Web of Science ®Google Scholar
• Kreye, Melanie E. 2019. “Does a More Complex Service Offering Increase Uncertainty in Operations?” International Journal of Operations & Production Management 39 (1): 75–93. doi:10.1108/IJOPM-01-2018-0009.
   Web of Science ®Google Scholar
• Kreye, Melanie E., L. B. Newnes, and Y. M. Goh. 2014. “Uncertainty in Competitive Bidding – a Framework for Product-Service Systems.” Production Planning & Control 25 (6): 462–477. doi:10.1080/09537287.2012.705354.
   Web of Science ®Google Scholar
• Kreye, Melanie E., Jens K. Roehrich, and Michael A. Lewis. 2015. “Servitising Manufacturers: The Impact of Service Complexity and Contractual and Relational Capabilities.” Production Planning & Control 26 (14–15): 1233–1246. doi:10.1080/09537287.2015.1033489.
   Web of Science ®Google Scholar
• Langley, Ann. 1999. “Strategies for Theorizing from Process Data.” Academy of Management Review 24 (4): 691–710. doi:10.5465/amr.1999.2553248.
   Web of Science ®Google Scholar
• McCutcheon, David M., and Jack R. Meredith. 1993. “Conducting Case Study Research in Operations Management.” Journal of Operations Management 11 (3): 239–256. doi:10.1016/0272-6963(93)90002-7.
   Google Scholar
• Meyer, Christine Benedichte. 2001. “A Case in Case Study Methodology.” Field Methods 13 (4): 329–352. doi:10.1177/1525822X0101300402.
   Google Scholar
• Miles, Matthew, B., A. Michael Huberman, and Saldaña Johnny. 2014. Qualitative Data Analysis: A Methods Sourcebook. 3rd ed. Thousand Oaks, CA: Sage Publications, Inc.
   Google Scholar
• Oliva, Rogelio, and Robert Kallenberg. 2003. “Managing the Transition from Products to Services.” International Journal of Service Industry Management 14 (2): 160–172. doi:10.1108/09564230310474138.
   Google Scholar
• Pană, Mădălina, and Melanie E. Kreye. 2021. “Employee Reactions to Servitization as an Organizational Transformation.” In: The Palgrave Handbook of Servitization, edited by Marko Kohtamäki, Tim Baines, Rodrigo Rabetino, Ali Ziaee Bigdeli, Christian Kowalkowski, Rogelio Oliva, and Vinit Parida, 327–339. Cham: Palgrave Macmillan.
   Google Scholar
• Parida, Vinit, and Marin Jovanovic. 2021. “Servitization in Global Markets: Role Alignment in Global Service Networks for Advanced Service Provision.” R&D Management 1–16. doi:10.1111/radm.12505.
   Web of Science ®Google Scholar
• Peillon, Sophie, Claude Pellegrin, and Patrick Burlat. 2015. “Exploring the Servitization Path: A Conceptual Framework and a Case Study from the Capital Goods Industry.” Production Planning & Control 26 (14–15): 1264–1277. doi:10.1080/09537287.2015.1033492.
   Web of Science ®Google Scholar
• Pereira, Veridiana Rotondaro, Melanie E. Kreye, and Marly Monteiro de Carvalho. 2019. “Customer-Pulled and Provider-Pushed Pathways for Product-Service System.” Journal of Manufacturing Technology Management 30 (4): 729–747. doi:10.1108/JMTM-07-2018-0209.
   Web of Science ®Google Scholar
• Reim, Wiebke, David R. Sjödin, and Vinit Parida. 2019. “Servitization of Global Service Network Actors – a Contingency Framework for Matching Challenges and Strategies in Service Transition.” Journal of Business Research 104: 411–461. doi:10.1016/j.jbusres.2019.01.032.
   Web of Science ®Google Scholar
• Rese, Mario, and Kira Maiwald. 2013. “The Individual Level of Servitization: Creating Employees’ Service Orientation.” IFAC Proceedings Volumes 46 (9): 2057–2062. doi:10.3182/20130619-3-RU-3018.00429.
   Google Scholar
• Sampson, Scott E., and Craig M. Froehle. 2009. “Foundations and Implications of a Proposed Unified Services Theory.” Production and Operations Management 15 (2): 329–343. doi:10.1111/j.1937-5956.2006.tb00248.x.
   Google Scholar
• Santa, Ricardo, Paul Hyland, and Mario Ferrer. 2014. “Technological Innovation and Operational Effectiveness: Their Role in Achieving Performance Improvements.” Production Planning & Control 25 (12): 969–979. doi:10.1080/09537287.2013.785613.
   Web of Science ®Google Scholar
• Silvestro, Rhian, Lin Fitzgerald, Robert Johnston, and Christopher Voss. 1992. “Towards a Classification of Service Processes.” International Journal of Service Industry Management 3 (3): 62–75. doi:10.1108/09564239210015175.
   Google Scholar
• Sousa, Rui, and Giovani J. C. da Silveira. 2019. “The Relationship between Servitization and Product Customization Strategies.” International Journal of Operations & Production Management 39 (3): 454–474. doi:10.1108/IJOPM-03-2018-0177.
   Web of Science ®Google Scholar
• Ulaga, Wolfgang, and James M. Loveland. 2014. “Transitioning from Product to Service-Led Growth in Manufacturing Firms: Emergent Challenges in Selecting and Managing the Industrial Sales Force.” Industrial Marketing Management 43 (1): 113–125. doi:10.1016/j.indmarman.2013.08.006.
   Web of Science ®Google Scholar
• Voss, Chris, Nikos Tsikriktsis, and Mark Frohlich. 2002. “Case Research in Operations Management.” International Journal of Operations & Production Management 22 (2): 195–219. doi:10.1108/01443570210414329.
   Web of Science ®Google Scholar
• Wang, Xueyuan, and Yufeng Zhang. 2019. “Engineering Network Operations for International Manufacturing: Strategic Orientations, Influencing Factors and Improvement Paths.” Production Planning & Control 30 (2–3): 239–258. doi:10.1080/09537287.2018.1534290.
   Web of Science ®Google Scholar
• Yin, Robert K. 2018. Case Study Research and Applications: Design and Methods. 6th ed. Los Angeles, CA: Sage Publications Inc.
   Google Scholar
• Zhang, Yufeng, Mike Gregory, and Andy Neely. 2016. “Global Engineering Services: Shedding Light on Network Capabilities.” Journal of Operations Management 42–43 (1): 80–94. doi:10.1016/j.jom.2016.03.006.
   Google Scholar