Product accompanying service

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Under product-related services (including product-related services ) refers to services rendered in connection with material goods. There is no final consensus as to which features, in addition to constitutive immateriality and integrativity, characterize a product-accompanying service. Mostly it is assumed that these are offered by companies in the capital goods industry and complement material goods.

All conditions of these services and services must be noted in the terms and conditions .

Definition of terms

An exact definition of product-related services is difficult because the term service is by no means used uniformly. At least the following terms are used for the product-related service, sometimes with only minor deviations: additive, core product-related, product-related, product-related, functional or industrial service.

There is more agreement on the following criteria:

  • Provision is made for external customers (as opposed to internal services )
  • Customers are companies ( investment- as opposed to consumptive services )
  • Benefits have a content-related connection with the benefit in kind
  • Company provides both the service in kind and the product-related service (as opposed to dedicated service companies)

Related terms are hybrid product or service bundle (see hybrid service bundle ). Product-related services are distinguished from personal services. The latter are aimed at employees of the customer (e.g. training courses), i.e. directly generate personal benefit.

The ZVEI Automation Association distinguishes between the following types:

  • Product-related basic services (e.g. basic documentation and catalog information)
  • Product-related standard services (e.g. commissioning or extended warranty)
  • Product-related, customized services (e.g. remote diagnosis, advice and assessment)

Examples and meaning

In the manufacturing sector, 38% of all companies offered their customers product-related services in 2002. These generated sales of EUR 52.6 billion. In general, services have a high priority, 72% of employees in Germany were employed in the service sector in 2008.

Mechanical engineering companies, for example, not only offer their customers machines, but also traditionally support assembly and commissioning as well as maintenance and repair work.

Additional guarantee services as well as the establishment of a customer service , who is the contact for queries and inquiries, can also be counted.

Individual evidence

  1. ↑ Pensioners, Björn. Pricing for product-related services: acceptance analysis of integral and separate offer forms. Springer-Verlag, 2012. p. 18.
  2. ↑ Rainfurth, Claudia. The influence of the organizational design of product-related services on the working world of service actors. Diss. TU Darmstadt, 2003. p. 24.
  3. ↑ Wassermann, Roland. "Internationalization with product-related services and hybrid products." A path-oriented analysis using the example of German mechanical engineering companies, Wiesbaden (2010). P. 10.
  4. ↑ Wassermann, Roland. "Internationalization with product-related services and hybrid products." A path-oriented analysis using the example of German mechanical engineering companies, Wiesbaden (2010). P. 15.
  5. ↑ Wassermann, Roland. "Internationalization with product-related services and hybrid products." A path-oriented analysis using the example of German mechanical engineering companies, Wiesbaden (2010). P. 15/16.
  6. ↑ Schlömer, Tobias. Customer service through user information: technical documentation as a secondary service in marketing. Springer-Verlag, 2013. p. 58
  7. ↑ Seiter, Misha. Industrial services: How manufacturing companies set up and manage their service business. Springer-Verlag, 2013. p. 8.
  8. ^ Mödinger, Patrizia, and Brigitta Redling. "Product-related services in the industrial and service sector in 2002." Economy and Statistics 12.2004 (2004): 1408-1413. P. 1408
  9. ↑ Koch, Verena. Interactive work in product-related services. Springer Fachmedien, 2010. p. 1.
  10. ↑ Wassermann, Roland. "Internationalization with product-related services and hybrid products." A path-oriented analysis using the example of German mechanical engineering companies, Wiesbaden (2010). P. 1.

literature

  • Gunter Lay, Petra Jung Erceg: Product-related services: Concepts and examples of successful strategy development . ISBN 978-3540432784
  • Voeth, Markus, Dipl-Kfm Björn Pensionner, and Jun-Prof Dr Uta Herbst. "Brand management for product-related services." Service marks. Gabler, 2008. 387-400.
  • Lange, Klaus, et al. "Product-related services as a strategic option for suppliers." Product-related services. Springer Berlin Heidelberg, 2002. 143-171.
  • Rainfurth, Claudia. The influence of the organizational design of product-related services on the working world of service actors. Diss. TU Darmstadt, 2003.

Web links