Service infusion in manufacturing: the case of small and medium enterprises
ISBN
978-3-00-027342-1
Type
conference paper
Date Issued
2009-06-11
Author(s)
Paiola, Marco
;
Gebauer, Heiko
;
Edvardsson, Bo
Editor(s)
Stauss, Bernd
Abstract
This paper focuses on how Small and Medium Enterprises (SMEs) approach the transition from product manufacturing towards service provision. Four distinct service approaches are explored: (A) suppliers with few customers and direct customer access, (B) suppliers with many customers and selling through distributors, (C) OEMs with few customers and direct customer access and (D) OEMs with many customers and selling through distributors. These four approaches are distinct according to the environmental characteristics, the service strategy formation and implementation. The key issues regarding service strategy formation and organizational design elements for service strategy implementation extend the current theory rather than replicate existing concepts of service business in manufacturing.
Language
English
HSG Classification
contribution to practical use / society
Refereed
No
Book title
QUIS 11 : moving forward with service quality
Publisher
Ingolstadt School of Management, Cath. Univ. Eichstätt-Ingolstadt
Publisher place
Ingolstadt
Event Title
The 11th International Research Symposium on Service Excellence in Management (QUIS 11)
Event Location
Wolfsburg
Event Date
11.-14.06.2009
Subject(s)
Division(s)
Eprints ID
54181