Access the full text.
Sign up today, get DeepDyve free for 14 days.
C. Prahalad (1995)
Weak Signals versus Strong ParadigmsJournal of Marketing Research, 32
R.T. Rust, A. Zahorik, T.L. Keiningham
Service Marketing
K. Eisenhardt, B. Tabrizi (1995)
Accelerating Adaptive Processes: Product Innovation in the Global Computer IndustryAdministrative Science Quarterly, 40
Business Marketing
Survey underscores importance of customer service
Eppen Gd, Hanson Wa, Martin Rk (1991)
Bundling--new products, new markets, low risk.Sloan Management Review, 32
T. Levitt (1981)
Marketing Intangible Products and Product IntangiblesCornell Hotel and Restaurant Administration Quarterly, 22
Michael Hartline, O. Ferrell (1996)
The management of customer-contact service employees: An empirical investigation.Journal of Marketing, 60
R. Henkoff
Service is everybody’s business
Jan Heide (1994)
Interorganizational Governance in Marketing ChannelsJournal of Marketing, 58
F.V. Cespedes
Industrial marketing management: new requirements
K. Gregory (1983)
Native-view paradigms: Multiple cultures and culture conflicts in organizations.Administrative Science Quarterly, 28
Purchasing
Intel Corp. takes on big Q
B. Schneider, D. Bowen (1995)
Winning the service game
(The) Economist
Daimler‐Benz – service center
J. Sheth
Buyer‐seller interaction: a conceptual framework
R. Normann
Service Management
G. Frankwick, J. Ward, M. Hutt, Peter Reingen (1994)
Evolving Patterns of Organizational Beliefs in the Formation of StrategyJournal of Marketing, 58
R. Roscitt, R.I. Parquet
Strategic service management
O. Williamson (1994)
Comparative Economic Organization: The Analysis of Discrete Structural Alternatives
B. Lalonde, P.H. Zinszer
Customer Service: Meanings and Measurement
P. Kotler
Marketing Management: Analysis, Planning, Implementation and Control
W. Perreault, Frederick Russ (1976)
Physical Distribution Service in Industrial Purchase DecisionsJournal of Marketing, 40
T. Boyt, M. Harvey
Classification of industrial services
Dick Lancioni (1995)
The reporting relationship of customer service: Where does it belong in an industrial company?Industrial Marketing Management, 24
G. Day, R. Wensley (1988)
Assessing Advantage: A Framework for Diagnosing Competitive SuperiorityJournal of Marketing, 52
V. Mathieu
Delivery process for services associated to products: strategies and consequences
A. Samli, J. Wills (1986)
Strategies for marketing computers and related productsIndustrial Marketing Management, 15
C. Stubbart, C. Enz (1986)
Power and Shared Values in the Corporate Culture.Administrative Science Quarterly, 33
J. Quinn, Doorley Tl, Penny Paquette (1990)
Beyond products: services-based strategy.Harvard business review, 68 2
M. Lele (1987)
How service needs influence product strategy: Sloan Management Review, 1, 63–70 (Fall 1986)Long Range Planning, 20
W. Wagner, Raymond Lagarce (1981)
Customer service as a marketing strategyIndustrial Marketing Management, 10
R. Srivastava, Tasadduq Shervani, Liam Fahey (1998)
Market-Based Assets and Shareholder Value: A Framework for AnalysisJournal of Marketing, 62
C. Prahalad (1995)
Guest Editorial: Weak Signals versus Strong ParadigmsJournal of Marketing Research, 32
W. Zinn, A. Parasuraman
Scope and intensity of logistics‐based strategic alliances
S. Vandermerwe, J. Rada (1988)
Servitization of business : Adding value by adding servicesEuropean Management Journal, 6
P. Anderson (1982)
Marketing, Strategic Planning and the Theory of the FirmJournal of Marketing, 46
W.H. Davidow, B. Uttal
Coming: the customer service decade
T. Boyt, Michael Harvey (1997)
Classification of industrial services: A model with strategic implicationsIndustrial Marketing Management, 26
J. Guiltinan (1987)
The Price Bundling of Services: A Normative FrameworkJournal of Marketing, 51
R. Frambach, M. Wels, A. Gundłach (1997)
Pro-active product service strategies: An application in the European health marketJournal of Economic Theory
W.H. Davidow
The coming service crisis
S. Mathur (1988)
How Firms Compete: A New Classification of Generic StrategiesJournal of General Management, 14
M.A. Cohen, H.L. Lee
Out of touch with customer needs: spare parts and after sales service
W. Wagner (1987)
Customer Service in Industrial Marketing: Hedge Against CompetitionEuropean Journal of Marketing, 21
G. Day (1992)
Marketing's Contribution to the Strategy DialogueJournal of the Academy of Marketing Science, 20
P. Matthyssens, K. Vandenbempt (1998)
Creating competitive advantage in industrial servicesJournal of Business & Industrial Marketing, 13
S. Vandermerwe
Service network structures for customer oriented strategies
G. Bitran, Luis Pedrosa (1998)
A structured product development perspective for service operationsEuropean Management Journal, 16
C. Grönroos (1992)
Service Management and Marketing: Managing the Moments of Truth in Service Competition
Donna Auguste (2001)
Customer ServiceNursing standard (Royal College of Nursing (Great Britain) : 1987), 17 40
D. Lancioni
The reporting relationship of customer service
A. Rindfleisch, Jan Heide (1997)
Transaction Cost Analysis: Past, Present, and Future ApplicationsJournal of Marketing, 61
L. Berry, A. Parasuraman (1991)
Marketing Services: Competing Through Quality
G. Urban, J. Hauser (1980)
Design and marketing of new products
B. Donaldson (1986)
Customer Service—The Missing Dimension in Marketing ManagementJournal of Marketing Management, 2
D. Mills (1996)
The Decline and Rise of IBMSloan Management Review, 37
Larissa Kyj, Myroslaw Kyj (1989)
Customer Service: Product Differentiation in International MarketsInternational Journal of Physical Distribution & Logistics Management, 19
D. Dougherty (1992)
Interpretive Barriers to Successful Product Innovation in Large FirmsOrganization Science, 3
J.B. Quinn
The Intelligent Enterprise
W.R. Scott
Organizations: Rational, Natural and Open Systems
M. Bitner (1997)
Introduction to the second special issue services marketing: Perspectives on service excellenceJournal of Retailing, 73
H. Mathe, R.D. Shapiro
Service and Strategic Direction
M. Bitner, William Faranda, A. Hubbert, V. Zeithaml (1997)
Customer contributions and roles in service deliveryInternational Journal of Service Industry Management, 8
Jane Kingman‐Brundage, W. George, D. Bowen (1995)
“Service logic”: achieving service system integrationInternational Journal of Service Industry Management, 6
T. Levitt
Production‐line approach to service
G. Salancik, J. Pfeffer (1974)
The Bases and Use of Power in Organizational Decision Making: The Case of a University.Administrative Science Quarterly, 19
P. Léo, Jean Philippe (2001)
Offer of Services by Goods Exporters: Strategic and Marketing DimensionsThe Service Industries Journal, 21
W. Wagner (1981)
Changing industrial buyer-seller pricing concernsIndustrial Marketing Management, 10
M.J. Bitner
Services marketing: perspectives on service excellence
Jay Galbraith (1973)
Designing Complex Organizations
A. Rappaport, S. Halevi (1992)
The Computerless Computer Company
James Anderson, James Narus (1995)
Capturing the value of supplementary servicesHarvard Business Review, 73
M.M. Lele
How service needs influence product strategy
F.E. Webster
The Future Role of Marketing in the Organization
T. Robinson, C. Clarke‐Hill, R. Clarkson
The role of services as a differentiation strategy: a study of the commodity chemicals sector
V. Thompson (1969)
Bureaucracy and innovation
Michael Johnson, A. Herrmann, F. Huber (1998)
Growth through Product-Sharing ServicesJournal of Service Research, 1
Robin Hinings, D. Hickson, J. Pennings (1974)
Structural conditions of intraorganizational powerAdministrative Science Quarterly, 19
James Anderson, James Narus (1990)
A Model of Distributor Firm and Manufacturer Firm Working PartnershipsJournal of Marketing, 54
Joel Evans, R. Laskin (1994)
The relationship marketing process: A conceptualization and applicationIndustrial Marketing Management, 23
K. Coyne
Beyond service fads, meaningful strategies for the real world
A. Parasuraman (1998)
Customer service in business‐to‐business markets: an agenda for researchJournal of Business & Industrial Marketing, 13
James Narus, James Anderson (1996)
Rethinking Distribution: Adaptive ChannelsHarvard Business Review, 74
Hermann. Simon (1992)
Service policies of German manufacturers: Critical factors in international competitionEuropean Management Journal, 10
W. Zinn, A. Parasuraman (1997)
SCOPE AND INTENSITY OF LOGISTICS-BASED STRATEGIC ALLIANCES: A CONCEPTUAL CLASSIFICATION AND MANAGERIAL IMPLICATIONS.Industrial Marketing Management, 26
R. Hall (1984)
The Natural Logic of Management Policy Making: Its Implications for the Survival of an OrganizationManagement Science, 30
R.C. McMurrian, E.J. Wilson
A trade‐off analysis of value‐added customer service dimensions in supplier choice
P.Y. Léo, J. Philippe
Goods exporters: strategic and marketing dimensions
A. Samli, L. Jacobs, J. Wills (1992)
What presale and postsale services do you need to be competitiveIndustrial Marketing Management, 21
P. Burger, Cynthia Cann (1995)
Post-purchase strategy: A key to successful industrial marketing and customer satisfactionIndustrial Marketing Management, 24
D. Bowen, C. Siehl, B. Schneider (1989)
A Framework for Analyzing Customer Service Orientations in ManufacturingAcademy of Management Review, 14
S.G. Bharadwaj, P.R. Varadarajan, J. Fahy
Sustainable competitive advantage in service industries: a conceptual model and research propositions
Sundar Bharadwaj, J. Fahy, P. Varadarajan (1993)
Sustainable competitive advantage in service industries: A conceptual model and research, 57
Blake Ashforth, Raymond Lee (1990)
Defensive Behavior in Organizations: A Preliminary ModelHuman Relations, 43
Minhi Hahn, D. Chang (1992)
An Extended Framework of Adjusting Channel Strategies in Industrial MarketsJournal of Business & Industrial Marketing, 7
Jon Hawes (1994)
To know me is to trust meIndustrial Marketing Management, 23
J. Coppett (1988)
Auditing your customer service activitiesIndustrial Marketing Management, 17
M. Cunnigham, D. Roberts (1974)
The role of customer service in industrial marketingEuropean Journal of Marketing, 8
D. Bowen, L. Greiner (1986)
Moving from production to service in human resources managementOrganizational Dynamics, 15
R. Slater
Jack Welch and the GE Way
Business Week
Making service a potent marketing tool
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.
International Journal of Service Industry Management – Emerald Publishing
Published: Dec 1, 2001
Keywords: Partnering; Service; Management; Strategy
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.