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Understanding service complexity in manufacturing companies: Insights and implications from a mixed methods study on drivers and levers of complexity

Author

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  • Lukas Rafael Schild

    (Technical University of Munich, Research Institute for Corporate Management, Logistics, and Production)

  • Jonas Jensch

    (Technical University of Munich, Research Institute for Corporate Management, Logistics, and Production)

  • Stefan Kokorski

    (FIR e.V. an der RWTH Aachen University, Institute for Industrial Management)

Abstract

Expanding industrial service offerings is an essential growth and diversification strategy for manufacturing companies. However, the unstructured development of service portfolios introduces complexity drivers into organizations and presents new challenges in providing services efficiently and flexibly. This paper explores service complexity in manufacturing companies and evaluates levers for complexity management approaches. Applying an exploratory sequential mixed methods design, complexity drivers are qualitatively identified and clustered into complexity categories. The effect of these complexity categories on the efficiency and flexibility of the service provision is then quantitatively explored via an online survey. Correlation analysis reveals substantial interrelations among task complexity (0.61), service program complexity (0.49), and the complexity of service, support, and customer processes (0.48), highlighting these as most critical to efficiency in successful service provision. This study enables companies to assess and mitigate service complexity by identifying the key pain points for implementing complexity management measures.

Suggested Citation

  • Lukas Rafael Schild & Jonas Jensch & Stefan Kokorski, 2025. "Understanding service complexity in manufacturing companies: Insights and implications from a mixed methods study on drivers and levers of complexity," Electronic Markets, Springer;IIM University of St. Gallen, vol. 35(1), pages 1-23, December.
    • Handle: RePEc:spr:elmark:v:35:y:2025:i:1:d:10.1007_s12525-025-00769-9
    DOI: 10.1007/s12525-025-00769-9
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    More about this item

    Keywords

    Service complexity; Complexity drivers; Complexity management; Mixed methods study;
    All these keywords.

    JEL classification:

    • L70 - Industrial Organization - - Industry Studies: Primary Products and Construction - - - General
    • L80 - Industrial Organization - - Industry Studies: Services - - - General
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • O14 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Industrialization; Manufacturing and Service Industries; Choice of Technology
    • O32 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Management of Technological Innovation and R&D
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes

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