Extended service use and new product possibilities in Swedish trucking: case study

The purpose of this study is to examine how extended services from vehicle manufacturers can enhance value and reduce risk for transportation companies. The research shows that some transportation companies found extended services useful in order to enhance value and to decrease risks, while some of the companies mentioned advantages of not using extended services. Increased customer service and increased up time are some of the value factors. Decreased number of delays and decreased likelihood of breakdowns are some of the risk factors mentioned by the case companies. This study contributes the knowledge by examining the transporters’ experiences of using extended services. The study also identifies feedback loop to develop further physical products based on case study and user service package experiences – one key component in the further development is to use simultaneously financial and overall service packages.