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Exploring the interrelationship among patterns of service strategy changes and organizational design elements
Journal
Journal of Service Management
ISSN
1757-5818
ISSN-Digital
1757-5826
Type
journal article
Date Issued
2010-01-18
Author(s)
Abstract
The paper explores patterns of service strategy changes in manufacturing firms and indicates how each pattern is interrelated with modifications in organizational design elements.
The paper draws on a longitudinal study using a survey of 97 manufacturers of capital goods. In addition, 15 case studies have been conducted. Survey and qualitative data were obtained in 1997, 2001 and 2004.
The findings highlight four patterns of service strategy changes: (1) from customer service strategy to after-sales service provider, (2) from after-sales service provider to customer-support service provider, (3) from customer-support service provider to development partner and (4) from customer-support service provider to the outsourcing partner. Evidence of specific alignment between service strategy and organizational design elements is provided.
The main limitation of this study is the purposive sample.
Managers should follow the patterns of service strategy changes by extending the service offerings and modifying the organizational design elements.
Previous studies investigate service strategies and organizational design elements only at a specific time, which leads to a static perspective. This paper offers insights into interrelations among service strategy changes and organizational design elements
The paper draws on a longitudinal study using a survey of 97 manufacturers of capital goods. In addition, 15 case studies have been conducted. Survey and qualitative data were obtained in 1997, 2001 and 2004.
The findings highlight four patterns of service strategy changes: (1) from customer service strategy to after-sales service provider, (2) from after-sales service provider to customer-support service provider, (3) from customer-support service provider to development partner and (4) from customer-support service provider to the outsourcing partner. Evidence of specific alignment between service strategy and organizational design elements is provided.
The main limitation of this study is the purposive sample.
Managers should follow the patterns of service strategy changes by extending the service offerings and modifying the organizational design elements.
Previous studies investigate service strategies and organizational design elements only at a specific time, which leads to a static perspective. This paper offers insights into interrelations among service strategy changes and organizational design elements
Language
English
HSG Classification
contribution to scientific community
Refereed
Yes
Publisher
Emerald
Publisher place
Bingley UK
Volume
21
Number
1
Start page
103
End page
129
Pages
27
Subject(s)
Division(s)
Eprints ID
57635