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Manufacturers forming successful complex business services Designing an organization to fit the market

Manufacturers forming successful complex business services Designing an organization to fit the... Purpose – The purpose of this paper was to isolate and characterize organizational factors that enable the formation of high‐performing business services in product manufacturing firms. Design/methodology/approach – This study employed a case research design. In total, 32 depth interviews were conducted with 11 different managers from a Global 100 information technology manufacturing firm. These managers were directly responsible for forming a highly successful business service. All interviews were tape‐recorded, transcribed, and the resulting 500 pages of interview data were open‐coded in QSR NUDIST. A case report was reviewed by study participants to enhance construct validity. Findings – The general conclusion is that forming high‐performing business services in product manufacturing firms stems largely from managers' ability to create internal alignment among several organizational factors that collectively “fit” conditions in the market. Research limitations/implications – This study does not provide the statistical generalization to a larger population offered by a large‐sample study. In addition, all data were collected from individuals who were directly involved in the formation of the focal business service. Practical implications – The insights from this study can help managers design within a product manufacturing firm an organization that supports the formation of complex business services. Originality/value – While product manufacturers' expansion into services is very prevalent in practice, the development has received sparse academic research attention. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Manufacturers forming successful complex business services Designing an organization to fit the market

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Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564230810869757
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper was to isolate and characterize organizational factors that enable the formation of high‐performing business services in product manufacturing firms. Design/methodology/approach – This study employed a case research design. In total, 32 depth interviews were conducted with 11 different managers from a Global 100 information technology manufacturing firm. These managers were directly responsible for forming a highly successful business service. All interviews were tape‐recorded, transcribed, and the resulting 500 pages of interview data were open‐coded in QSR NUDIST. A case report was reviewed by study participants to enhance construct validity. Findings – The general conclusion is that forming high‐performing business services in product manufacturing firms stems largely from managers' ability to create internal alignment among several organizational factors that collectively “fit” conditions in the market. Research limitations/implications – This study does not provide the statistical generalization to a larger population offered by a large‐sample study. In addition, all data were collected from individuals who were directly involved in the formation of the focal business service. Practical implications – The insights from this study can help managers design within a product manufacturing firm an organization that supports the formation of complex business services. Originality/value – While product manufacturers' expansion into services is very prevalent in practice, the development has received sparse academic research attention.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Apr 25, 2008

Keywords: Business formation; Services; Manufacturing systems; Organizational design

References