How to organize your service business: integrated or separated?
Type
book section
Date Issued
2007
Author(s)
Abstract
Product-manufacturing companies are increasingly investing in extending the service business. The extension of the service business affects the existing organizational design including the sales organization, product units, service sales and service delivery. The purpose of this paper is to provide a better understanding on which conditions the service business should be integrated or separated from product business. Our findings suggest that both organizational options enable different degrees of service-orientation of business strategy, corporate culture, and human resource management, quality of customer relationship or direct service profitability and the share of service revenue. The paper serves as a guidance for managers by highlighting the triggers, challenges and actions to move from an integrated to a separated service business.
Language
English
HSG Classification
contribution to scientific community
Refereed
Yes
Book title
Managing Magical Services
Publisher
The Rosen College of Hospitality Management
Volume
forthcoming
Start page
302
End page
311
Pages
10
Subject(s)
Division(s)
Eprints ID
38014