Abstract
It is becoming a distinctive feature for manufacturing firms to compete strategically through service provision. In relation to reward systems the aim of this thesis is to investigate what motivates employees of servitized manufacturing firms when providing engineering services and why. Through quantitative and qualitative data collection with an international company within the European healthcare sector, the findings show that key motivating factors were to “delight” the customer and being able to take responsibility and accountability for ones work. Service employees were found to feel proud of providing a high-quality service and experienced their work as fulfilling and worthwhile.
| Original language | English |
|---|---|
| Title of host publication | Proceedings of 22nd EurOMA Conference |
| Number of pages | 9 |
| Publisher | European Operations Management Association |
| Publication date | 2015 |
| Publication status | Published - 2015 |
| Event | 22nd EurOMA Conference: Operations Management for Sustainable Competitiveness - Neuchâtel, Switzerland Duration: 26 Jun 2015 → 1 Jul 2015 Conference number: 22 |
Conference
| Conference | 22nd EurOMA Conference |
|---|---|
| Number | 22 |
| Country/Territory | Switzerland |
| City | Neuchâtel |
| Period | 26/06/2015 → 01/07/2015 |
Keywords
- Motivation
- Product-Service Systems
- service provision
- Case study