Abstract

There is a growing interest from both practitioners and researchers to learn how companies are managing the transition from products to services today.

The objective of this session is to present and discuss the initial development of a conceptual and measurement framework for service-driven manufacturing organizations.

Initial results of an ongoing, multi-stage research project conducted in Mexico, aiming to understand how manufacturing organizations are incorporating service strategies across different business processes, will be presented and discussed. Topics would include, among others:

• Competing through service
• transition from products to services: conceptual and empirical progress
• evolving nature of service orientation in manufacturing
• service orientation levels in Mexican manufacturing industries
• service orientation roles across the manufacturing organisation
• types of service strategies implemented in Mexican manufacturing industries