A research manifesto for services science
Communications of the ACM - Services science
What academic research tells us about service
Communications of the ACM - Services science
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The impact of R&D on service businesses is increasing rapidly due to the movement to service economies. The shift to focus on the service businesses in manufacturing industries is affecting their internal business processes, including research organisations. In this paper, we studied an exploratory research experiment in a manufacturing enterprise toward service research, focusing on an advanced service research initiative. We are seeking to understand how best for research organisations to contribute to service businesses. A conceptual framework of service systems was developed. We conducted a survey and found that method creation is critical for the success of service projects, beyond technology creation. In addition, the primary outputs of service research projects vary based on the positioning of the service project in the framework. It is necessary to recognise the findings for the research management.