Chapter 8


Cultivating a Service and Solution Culture

In this book, we provide a conceptual framework, the service infusion continuum, which enables managers within product-oriented firms to have strategic conversations about infusing services and solutions into their businesses. We give managers a means of talking about services and solutions ranging from those that support products (e.g., warranties) to those that support customers (e.g., integrated product–services solutions). We focus on the latter, and the key managerial constructs that change as companies work to offer these services and solutions. As managers strive to launch complex services and goods-service solutions, they will face different roadblocks that will require five ...

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