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Research Report: Benchmarking the New Normal from Year Zero
This exclusive 20 page, Field Service News Research report, published in partnership with FieldAware outlines how:
The Financial Impact of the Pandemic on the Global Field Service Sector:57% of field service organisations had an issue with customers being unable to pay for services because of restricted cashflows
The Changing Dynamic Of Customer Relations in a Post-Pandemic World:63% of field service companies have had to implement a method of prioritisation for service calls as a result of the pandemic
Despite the adversity, the outlook for the field service sector remains positive:76% of field service companies are focused on growth over survival in the next 12 months
Latest Academic Paper
Authors: Bård Tronvoll, Alexey Sklyarc, David Sörhammard, Christian Kowalkowski
Abstract:Manufacturers increasingly look to digitalization to drive service growth. However, success is far from guaranteed, and many firms focus too much on technology. Adopting a discovery-oriented, theories-in-use approach, this study examines the strategic organizational shifts that underpin digital servitization. Not withstanding strong managerial and academic interest, this link between digitalization and servitization is still under-investigated. Depth interviews with senior executives and managers from a global market leader revealed that to achieve digital service-led growth, a firm and its network need to make three interconnected shifts: (1) from planning to discovery, (2) from scarcity to abundance, and (3) from hierarchy to partnership. Organizational identity, de-materialization, and collaboration play a key role in this transformation. For managers, the study identifies a comprehensive set of strategic change initiatives needed to ensure successful digital servitization.
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