The impact of service offerings on service-related performance outcomes
Journal
International Journal of Services Technology and Management
ISSN
1460-6720
ISSN-Digital
1741-525X
Type
journal article
Date Issued
2007-03-01
Author(s)
Gebauer, Heiko
;
Puetz, Felix
Abstract
The Breadth of Service Offerings (BSO) has become imperative for
businesses seeking competitive advantage in the machine and equipment industries. Yet it is surprising how little of the literature explores the effect that the BSO has on the Quality of Customer Relationships (QCR) and Direct Service Profitability (DSP). An analysis of a survey indicates that QCR and DSP are positively influenced by the BSO. Furthermore, the findings suggest that typical organisational factors such as the Service orientation of Corporate Strategy, Service orientation of the Entire Organisation, and so on moderate the relationship between BSO and service-related outcomes.
businesses seeking competitive advantage in the machine and equipment industries. Yet it is surprising how little of the literature explores the effect that the BSO has on the Quality of Customer Relationships (QCR) and Direct Service Profitability (DSP). An analysis of a survey indicates that QCR and DSP are positively influenced by the BSO. Furthermore, the findings suggest that typical organisational factors such as the Service orientation of Corporate Strategy, Service orientation of the Entire Organisation, and so on moderate the relationship between BSO and service-related outcomes.
Language
English
HSG Classification
contribution to scientific community
Refereed
Yes
Publisher
Inderscience Enterprises
Publisher place
Wolvertin Mill
Volume
8
Number
2-3
Start page
123
End page
138
Pages
16
Subject(s)
Division(s)
Eprints ID
35219