search query: @keyword service development / total: 17
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Author: | Ikegwuonu, Uchenna |
Title: | Extending Services through Third Party Channels: A Case Study in Industrial Services |
Palvelujen myynti ja tarjonta partneriverkoston kautta | |
Publication type: | Master's thesis |
Publication year: | 2010 |
Pages: | x + 80 + [6] Language: eng |
Department/School: | Informaatio- ja luonnontieteiden tiedekunta |
Main subject: | Teollisuustalous (TU-22) |
Supervisor: | Lillrank, Paul |
Instructor: | Malinverno, Luigi |
OEVS: | Electronic archive copy is available via Aalto Thesis Database.
Instructions Reading digital theses in the closed network of the Aalto University Harald Herlin Learning CentreIn the closed network of Learning Centre you can read digital and digitized theses not available in the open network. The Learning Centre contact details and opening hours: https://learningcentre.aalto.fi/en/harald-herlin-learning-centre/ You can read theses on the Learning Centre customer computers, which are available on all floors.
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Location: | P1 Ark Aalto 800 | Archive |
Keywords: | value channel sales externalization of services service development |
Abstract (eng): | Manufacturing companies involved in producing advanced industrial products have shifted from a product-oriented approach to a service-oriented one. The service approach has foremost brought value-based selling into a large role. With a large installed base, industrial companies find large after-sales markets to serve. Using external channels as sales channels is common for many manufacturing companies, and there exists some literature on best practices for externalizing product sales. However, there is a limited amount of information on utilizing external channels for service sales and service provision. The objective of this study was to deepen the understanding of issues affecting the success of using channel partners to extend services to the end-customer. The objective was met by answering to three research questions:. 1. Based on the theoretical literature, what are the key challenges for a successful service offering through third party channels and what can be learnt from the case study? 2. How should different country-specific factors be taken into consideration when extending services to channel partners? 3. What are the implications of the findings and what managerial recommendations can be given? The methodology used in this study is a combination of literature review and descriptive single case study. The literature review answers to the first research question. The second research question is answered by an empirical study conducted on the case company. Manageria1 recommendations are given based on comparing the empirical findings to the theoretical practices. The findings show that the case company should aim to use external channels as service sales channels, rather than service provision channels. Additionally, the case company should develop service portfolios containing services already offered by partners. For future recommendation the case company is also advised to emphasize on developing the service support network to partners. |
ED: | 2010-12-15 |
INSSI record number: 41423
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