Service orientation of organizational structures
Journal
Journal of Relationship Marketing
ISSN
1533-2667
ISSN-Digital
1533-2675
Type
journal article
Date Issued
2009-02-18
Author(s)
Abstract
Despite high interest in how organizational structures facilitate service orientation in capital goods manufacturing companies, researchers have neglected this field. This article explores four different organizational approaches contributing to service orientation. The four types are termed (1) product SBU, (2) product-service SBU, (3) service-product SBU and (4) service SBU and product SBU. Each organizational approach reflects a unique degree of service orientation that leads to different levels of performance outcome. The description of organizational approaches enlightens the discussion of integration and the separation of product and service business. Complementary to existing research, the article clarifies whether companies should integrate or separate service and product functions in order to achieve service orientation.
Language
English
Keywords
Integration and separation of products and services
organizational distinctiveness
organizational function
strategic business unit
capital goods manufacturer
HSG Classification
contribution to scientific community
Refereed
Yes
Publisher
Haworth Press
Publisher place
Binghamton, NY
Volume
8
Number
2
Start page
103
End page
126
Pages
24
Subject(s)
Division(s)
Eprints ID
51616