This paper is based on an empirical study addressing the value of product-enabled services in top R&D spenders from Canada and Europe. The focus is on product-driven firms for which new service development is particularly challenging. Existing literature on the value attributes of hybrid value offers is mostly conceptual and needs to be further developed through empirical studies. The research sample used in this work consists of 83 product-driven firms that were selected from the list of the top 100 R&D spenders in 2011. Several combinations of keywords linked to different aspects of service value were generated and used to search for their presence online on companies’ websites. Factor analysis was used to identify groups of keyword combinations that were interpreted in terms of specific service value attributes. It was applied separately to the Canadian and the European samples of firms. The results show that the main service value attributes for Canadian firms are: better service effectiveness, higher market share, higher service quality, and customer satisfaction. The service value attributes for the European firms of the sample include, among others, product added-value, product modernization and optimization of customer time and efforts.
|Status||Udgivet - 2014|
|Begivenhed||21st International Product Development Management Conference: Innovation Through Engineering, Business & Design - University of Limerick, Limerick, Irland|
Varighed: 15. jun. 2014 → 17. jun. 2014
Konferencens nummer: 21
|Konference||21st International Product Development Management Conference|
|Lokation||University of Limerick|
|Periode||15/06/2014 → 17/06/2014|