Service strategies within the manufacturing sector: benefits, costs and partnership

Service strategies within the manufacturing sector: benefits, costs and partnership This paper develops a typology of service maneuvers achieved by manufacturing companies. This typology is based on two dimensions: service specificity (split into customer service, product services and service as a product) and organizational intensity (tactical, strategic or cultural).The paper reviews the benefits and costs associated with service maneuvers and discusses their interplay with the typology. A collaborative option is proposed as an original strategy for supporting the challenging process of implementing a service maneuver, and the costs of running this option are developed in the light of the typology. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Service strategies within the manufacturing sector: benefits, costs and partnership

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Publisher
Emerald Publishing
Copyright
Copyright © 2001 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/EUM0000000006093
Publisher site
See Article on Publisher Site

Abstract

This paper develops a typology of service maneuvers achieved by manufacturing companies. This typology is based on two dimensions: service specificity (split into customer service, product services and service as a product) and organizational intensity (tactical, strategic or cultural).The paper reviews the benefits and costs associated with service maneuvers and discusses their interplay with the typology. A collaborative option is proposed as an original strategy for supporting the challenging process of implementing a service maneuver, and the costs of running this option are developed in the light of the typology.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Dec 1, 2001

Keywords: Partnering; Service; Management; Strategy

References

  • Customer contributions and roles in service delivery
    Bitner, M.J.; Faranda, W.T.; Hubbert, A.R.; Zeithaml, V.A.
  • Service logic: achieving service system integration
    Kingman‐Brundage, J.; George, W.R.; Bowen, D.E.
  • Customer service: product differentiation in international markets
    Kyj, L.S.; Kyj, M.J.
  • Services Marketing
    Lovelock, C.H.
  • Creating a competitive advantage in industrial services
    Matthyssens, P.; Vandenbempt, K.
  • Customer service in business‐to‐business markets: an agenda for research
    Parasuraman, A.
  • Services Marketing
    Zeithaml, V.A.; Bitner, M.J.

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