Towards successful maintenance service networks - capturing different value creation strategies
Ali-Marttila, Maaren (2017-06-28)
Väitöskirja
Ali-Marttila, Maaren
28.06.2017
Lappeenranta University of Technology
Acta Universitatis Lappeenrantaensis
Julkaisun pysyvä osoite on
https://urn.fi/URN:ISBN:978-952-335-092-2
https://urn.fi/URN:ISBN:978-952-335-092-2
Tiivistelmä
The field of industrial maintenance management is evolving constantly, as the trend of
servitization and outsourcing of support services affect maintenance operations. In-house
maintenance organizations have moved at least partly towards inter-organizational
relationships in different company networks (consisting of customer companies, service
providers and equipment providers). Hand in hand with structural change, new valuecreating
opportunities have emerged. Equipment providers enter the service market more
and more often to level out cyclical changes in equipment sales. In addition, an increasing
number of companies that focus primarily on maintenance services have entered the
market (often as a result of outsourced in-house operations).
The purpose of this thesis is to clarify the nature of maintenance service value and capture
the different value creation strategies in service networks. First, the study identifies what
the value creating elements and features in industrial maintenance services are. Second,
the study explores how maintenance service operations are currently managed. Thirdly,
the thesis studies what the prerequisites for successful maintenance service networks are.
The thesis employs the mixed methods approach where both quantitative and qualitative
methods are used in the empirical part of the research. The survey method is utilized for
quantitative data collection in order to decipher the complex nature of maintenance
service value. After quantitative analysis, a qualitative case study is used to explain the
identified value creation strategies and the role of networks in value creation further.
The findings of this thesis indicate that successful maintenance service networks are
created stagewise by utilizing comprehensive value creation capabilities. The thesis offers
three main contributions to the field. First, it presents a framework for successful
maintenance service networks where different value creation strategies at different
relationship and offering levels in maintenance service networks are identified. Second,
it provides a multidimensional value construct where the comprehensive value of
maintenance services is presented. Thirdly, the findings highlight that non-financial value
elements become critical when aiming at more collaborative maintenance service
networks.
servitization and outsourcing of support services affect maintenance operations. In-house
maintenance organizations have moved at least partly towards inter-organizational
relationships in different company networks (consisting of customer companies, service
providers and equipment providers). Hand in hand with structural change, new valuecreating
opportunities have emerged. Equipment providers enter the service market more
and more often to level out cyclical changes in equipment sales. In addition, an increasing
number of companies that focus primarily on maintenance services have entered the
market (often as a result of outsourced in-house operations).
The purpose of this thesis is to clarify the nature of maintenance service value and capture
the different value creation strategies in service networks. First, the study identifies what
the value creating elements and features in industrial maintenance services are. Second,
the study explores how maintenance service operations are currently managed. Thirdly,
the thesis studies what the prerequisites for successful maintenance service networks are.
The thesis employs the mixed methods approach where both quantitative and qualitative
methods are used in the empirical part of the research. The survey method is utilized for
quantitative data collection in order to decipher the complex nature of maintenance
service value. After quantitative analysis, a qualitative case study is used to explain the
identified value creation strategies and the role of networks in value creation further.
The findings of this thesis indicate that successful maintenance service networks are
created stagewise by utilizing comprehensive value creation capabilities. The thesis offers
three main contributions to the field. First, it presents a framework for successful
maintenance service networks where different value creation strategies at different
relationship and offering levels in maintenance service networks are identified. Second,
it provides a multidimensional value construct where the comprehensive value of
maintenance services is presented. Thirdly, the findings highlight that non-financial value
elements become critical when aiming at more collaborative maintenance service
networks.
Kokoelmat
- Väitöskirjat [1099]