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Service Offering at Electrical Equipment Manufacturers

Trends Economics and Management

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Title Service Offering at Electrical Equipment Manufacturers
 
Creator Kaňovská, Lucie; Brno University of Technology
 
Subject service offering, customer services, servitization, manufacturers of electrical equipment, Czech Republic.
M30
 
Description Purpose of the article: The aim of the paper is to uncover ways of managing service offering provided by
electrical equipment manufactures in the Czech Republic. The segment is extremely important for Czech
industry nowadays, especially because of many companies being subcontractors for the car industry and
mechanical engineering. The producers of electric equipment comply with the Czech industry classification
CZ-NACE 27.
Methodology/methods: The questionnaire in the form of the Likert scale was prepared to gather information
about customer services. The respondents were usually directors or managers, e.g. employees with high
competencies of knowing customer services in this particular market. The total of 22 companies were included
in the survey. Research was focused on the following industries classifications belonging to CZ-NACE 27:
CZ-NACE 27, CZ-NACE 271 and CZ-NACE 273. According to Czech Statistical Office the total number
of companies belonging to these 3 segments is 136. It means 16,2% companies belonging to CZ-NACE 27
participated in our research. Basic statistical methods were used to analyse the complete database.
Scientific aim: The paper deals with the problem of service offering provided by today’s manufacturers.
Global understanding of services that manufacturers really develop, sell, deliver and manage is still limited.
Findings: Managing service offering provided by today‘s manufacturers shows that 1) Manufacturers not offer
only tangible products, but also wide range of services and even information and support. 2) New products are
not designed only according to company technicians, but also according to their customers. Their products and
services are developed, tested and improved according to their needs. 3) Services provide complex customer
care from time product selection to its end.
Conclusions: Manufacturers of tangible products need to enlarge their product offering to be able to satisfy
customers. Therefore companies often focus on customer services. Adding services to the products to extend
the total offering through services are possible ways of acting to eroding product margins. Customer services
are able to help to extend life cycles, develop long-term relationship that lock out competitors, increase
revenue, etc.
 
Publisher www.fbm.vutbr.cz
 
Contributor —
 
Date 2015-09-25
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
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Format application/pdf
 
Identifier https://trends.fbm.vutbr.cz/index.php/trends/article/view/322
 
Source TRENDY EKONOMIKY A MANAGEMENTU; Vol 9, No 23 (2015); 17-23
Trends Economics and Management; Vol 9, No 23 (2015); 17-23
2336-6508
1802-8527
 
Language eng
 
Relation https://trends.fbm.vutbr.cz/index.php/trends/article/view/322/261