Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/323624 
Year of Publication: 
2025
Citation: 
[Journal:] Electronic Markets [ISSN:] 1422-8890 [Volume:] 35 [Issue:] 1 [Article No.:] 30 [Publisher:] Springer [Place:] Berlin, Heidelberg [Year:] 2025
Publisher: 
Springer, Berlin, Heidelberg
Abstract: 
Expanding industrial service offerings is an essential growth and diversification strategy for manufacturing companies. However, the unstructured development of service portfolios introduces complexity drivers into organizations and presents new challenges in providing services efficiently and flexibly. This paper explores service complexity in manufacturing companies and evaluates levers for complexity management approaches. Applying an exploratory sequential mixed methods design, complexity drivers are qualitatively identified and clustered into complexity categories. The effect of these complexity categories on the efficiency and flexibility of the service provision is then quantitatively explored via an online survey. Correlation analysis reveals substantial interrelations among task complexity (0.61), service program complexity (0.49), and the complexity of service, support, and customer processes (0.48), highlighting these as most critical to efficiency in successful service provision. This study enables companies to assess and mitigate service complexity by identifying the key pain points for implementing complexity management measures.
Subjects: 
Service complexity
Complexity drivers
Complexity management
Mixed methods study
JEL: 
L70
L80
M10
O14
O32
O33
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article
Document Version: 
Published Version

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