Title: Global approaches to the service business in manufacturing companies
Authors : Kucza, Gunther
Gebauer, Heiko
Published in : Journal of business & industrial marketing
Volume(Issue) : 26
Issue : 7
Pages : 472
Pages to: 483
Publisher / Ed. Institution : Emerald
Issue Date: 2011
License (according to publishing contract) : Licence according to publishing contract
Type of review: Peer review (Publication)
Language : English
Subjects : Global organizational structure; Service business; Manufacturing companies; Service offerings; Internationalization of services; International business; Service industries
Subject (DDC) : 658: General Management
Abstract: Purpose: The article aims to investigate how product manufacturing firms can configure their global service approach. Design/methodology/approach: A qualitative, multi-case research design was employed. Findings: The following four global service approaches could be identified: integrated and ethnocentric; integrated and polycentric; separated and polycentric; and separated and geocentric. Research limitations/implications: The research findings are limited in generalizability because of the qualitative research approach. Practical implications: Exploring global forms of and supply chain configurations for services supports the efforts of manufacturing firms in developing new service-based and relationship-based value propositions. Originality/value: The study contributes to the debate on integrating versus separating the service organization. It offers a complementary explanation on integrating and separating the service business, through a differentiation into central and local (market) organizations.
Departement: School of Management and Law
Publication type: Article in scientific Journal
DOI : 10.1108/08858621111162271
ISSN: 0885-8624
URI: https://digitalcollection.zhaw.ch/handle/11475/9353
Appears in Collections:Publikationen School of Management and Law

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