Resource configurations for services success in manufacturing companies

Purpose – The purpose of this paper is to investigate which resources and capabilities are most important to enable large manufacturers undergoing servitization to develop and deliver successful services. Design/methodology/approach – A survey of 155 UK-based manufacturers provided the basis for the study. Data analysis was undertaken using confirmatory factor analysis and multiple regression. Findings – In total, five constructs (“resource configurations”) which enable the development and delivery of successful services and a construct to measure services performance (“Success of Services”) were developed from the literature. A measurement model based on these constructs was empirically tested and verified. Two resource configurations; “Leaders and Services Personnel” and “Services Methods and Tools” were found to make a unique and statistically significant contribution to “Success of Services.” Research limitations/implications – The study highlights the importance of corporates leaders and service empl...

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