Gaiardelli - Strategic Transition To Service

Question 1

Capabilities that support the change to service

Answer 1

1 - Service CONTRACT Management
2 - Service PRICING
3 - service CO-DESIGN capability

Question 2

Main findings

Answer 2

1 - irreversibility of product-service integration
2 - relational instead of interactional/dyadic perspective to customer
3 - manage ambidexterity
4 - risk of split between service and manufacturing employees