Reconceptualizing the Service Paradox in Engineering Companies: Is HR a Missing Link?

Loading...
Thumbnail Image
File version
Author(s)
Johnstone, Stewart
Wilkinson, Adrian
Dainty, Andrew
Griffith University Author(s)
Primary Supervisor
Other Supervisors
Editor(s)
Date
2014
Size

378014 bytes

File type(s)

application/pdf

Location
License
Abstract

Many global engineering organizations have gradually shifted away from the provision of tangible products toward the provision of high-value-combined product-service solutions. This business paradigm is purported to represent a key strategic opportunity for such firms, and has attracted the attention of practitioners, consultants, and researchers. However, it has also been recognized that many firms fail to generate increased financial returns, the so-called the "service paradox." Despite an emerging international research literature which alludes to cultural and human resource challenges, few studies have explicitly explored such issues from a human resource (HR) perspective. Informed by two in-depth case studies of global engineering organizations in the U. K., this paper examines the HR challenges and reveals the complex realities of enacting product-service (PS) strategies in practice. It reveals that even where services have proved profitable, firms may still encounter various HR challenges, and struggle to fully exploit their service strategies. Addressing such challenges may represent a key enabler in delivering integrated product-services in organizations attempting to mesh distinctive engineering and service paradigms.

Journal Title

IEEE Transactions on Engineering Management

Conference Title
Book Title
Edition
Volume

61

Issue

2

Thesis Type
Degree Program
School
Publisher link
Patent number
Funder(s)
Grant identifier(s)
Rights Statement
Rights Statement

© 2014 IEEE. Personal use of this material is permitted. Permission from IEEE must be obtained for all other uses, in any current or future media, including reprinting/republishing this material for advertising or promotional purposes, creating new collective works, for resale or redistribution to servers or lists, or reuse of any copyrighted component of this work in other works.

Item Access Status
Note
Access the data
Related item(s)
Subject

Information and computing sciences

Engineering

Commerce, management, tourism and services

Organisational planning and management

Persistent link to this record
Citation
Collections