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Overcoming the Barriers to Service Excellence

In: Modern Industrial Services

Author

Listed:
  • Shaun West

    (Lucerne University of Applied Sciences and Arts)

  • Paolo Gaiardelli

    (University of Bergamo)

  • Nicola Saccani

    (University of Brescia)

Abstract

The seven barriers to be overcome on the way to successful implementation of servitization are as follows: customers; organizational structure and culture; knowledge and information; products and activities; competitors, suppliers, and partners; economic and finance; and society and environment. We will look at each of the barriers in more detail, based on the ranking described in Chap. 1 . This chapter draws from the published and unpublished work of the authors using the survey data and the interview insights. This chapter will use cases to describe how others overcame the barriers (Fig. 2.1).

Suggested Citation

  • Shaun West & Paolo Gaiardelli & Nicola Saccani, 2022. "Overcoming the Barriers to Service Excellence," Springer Texts in Business and Economics, in: Modern Industrial Services, edition 1, chapter 2, pages 19-174, Springer.
    • Handle: RePEc:spr:sptchp:978-3-030-80511-1_2
    DOI: 10.1007/978-3-030-80511-1_2
    as

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