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Servitization Challenges: exploring the business-to-consumer context
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
2016 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Many firms are transitioning from being a classic goods-focused company to becoming a

solutions provider, a phenomenon called servitization. Evolving towards a service focus

entails several challenges that need to be addressed in order to benefit from the opportunities

that servitization entails. As most servitization research has focused on business-to- business

contexts, this thesis applies servitization literature in a business-to- consumer context. By

examining the challenges in a qualitative approach through semi-structured interviews and

observations within three automobile dealerships selling premium brands, this thesis aims to

further enrich the understanding of the phenomenon servitization by comparing the collected

data with previously researched challenges. The thesis concludes that many of the challenges,

such as creating integrated solutions, adequately charging for services and manage internal

resistance, could be viable in a business-to- consumer context.

Place, publisher, year, edition, pages
2016. , 42 p.
Keyword [en]
Servitization, Service-Dominant Logic, Business-to-Consumer, Automobile sales
National Category
Business Administration
Identifiers
URN: urn:nbn:se:uu:diva-302453OAI: oai:DiVA.org:uu-302453DiVA: diva2:957699
Educational program
Master Programme in Business and Management
Supervisors
Available from: 2016-09-05 Created: 2016-09-04 Last updated: 2016-09-05Bibliographically approved

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