Developing Global Strategies for Service Businesses

California Management Review

Volumn 38, Issue 2, 1996, Pages 64-86

  Lovelock, Christopher H ^a   Yip, George S ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0030538236     PISSN: 00081256     EISSN: 21628564     Source Type: Journal    
DOI: 10.2307/41165833     Document Type: Article

References (36)

1. Johny K. Johansson, “Japanese Service Industries and their Overseas Potential,” The Service Industries Journal 10/1 (January 1990): 85-109.
2. See John H. Dunning, “Transnational Corporations and the Growth of Services: Some Conceptual and Theoretical Issues,” United Nations Centre on Transnational Corporations, Series A, No. 9 (March 1989)
3. Hervé Mathe and Cynthia Perras, “Successful Global Strategies for Service Companies,” Long Range Planning, 7/1 (1994): 36-49
4. Sandra Vandermerwe and Michael Chadwick, “The Internationalization of Services,” The Services Industry Journal (January 1989), pp. 79-93.
5. George S. Yip, Total Global Strategy: Managing for Worldwide Competitive Advantage (Englewood Cliffs, NJ: Prentice Hall, 1992).
6. Christopher H. Lovelock, Services Marketing (Englewood Cliffs, NJ: Prentice Hall, 1991)
7. Christopher H. Lovelock, Product Plus: How Product + Service = Competitive Advantage (New York, NY: McGraw-Hill, 1994).
8. See Thomas Hout, Michael E. Porter, and Eileen Rudden, “How global companies win out,” Harvard Business Review (September/October 1982), pp. 98-108
9. C. K. Prahalad and Yves L. Doz, The Multinational Mission: Balancing Local Demands and Global Vision (New York, NY: Free Press, 1987)
10. George S. Yip, “Global Strategy … In a World of Nations?” Sloan Management Review, 31/1 (Fall 1989): 29-41.
11. Michael E. Porter, “Changing Patterns of International Competition,” California Management Review, 28/2 (Winter 1986): 9-40.
12. Yip (1989), “Global Strategy … In a World of Nations?” Sloan Management Review, 31/1 (Fall 1989): 29-41.
13. Yip (1992), “Global Strategy … In a World of Nations?” Sloan Management Review, 31/1 (Fall 1989): 29-41.
14. See, for example, Bruce Kogut, “Designing Global Strategies: Comparative and Competitive Value-Added Chains,” Sloan Management Review (Summer 1985), pp. 27-38
15. Johny K. Johansson and George S. Yip, “Exploiting Globalization Potential: U.S. and Japanese Strategies,” Strategic Management Journal (October 1994), pp. 579-601.
16. See Susan Segal-Horn, “Strategic Issues in the Globalization of Service Industries: A discussion paper,” in P. Jones, ed., The Management of Service Industries (London: Pittman, 1988/89)
17. Ram Kesavan and Eric Panitz, “Standardizing Services for Global Competitiveness: Literature Review and Hypotheses Generation,” in Ben L. Kedia and Lars Larson, eds., U.S. Competitiveness in the Global Marketplace: A Special Focus on the Service Sector, Conference Proceedings, CIBER, Memphis State University, Memphis, TN, 1991
18. Alexandra Campbell and Alain Verbeke, “The Globalization of Service Multinationals,” Long Range Planning, 2 (1994): 95-102
19. Christopher A. Bartlett and Sumantra Ghoshal, Managing Across Borders: The Transnational Solution (Boston, MA: Harvard Business School Press, 1989).
20. W. Earl Sasser, R. Paul Olsen, and D. Daryl Wyckoff, Management of Service Operations: Text, Cases, and Readings (Boston, MA: Allyn & Bacon, 1978).
21. Christopher H. Lovelock, “Think Before You Leap in Services Marketing,” in L.L. Berry, G. Lynn Shostack, and G. D. Upah, Proceedings of Conference on Emerging Perspectives in Services Marketing, American Marketing Association, Chicago, 1983, pp. 115-119.
22. Lovelock (1991), “Think Before You Leap in Services Marketing,” in L.L. Berry, G. Lynn Shostack, and G. D. Upah, Proceedings of Conference on Emerging Perspectives in Services Marketing, American Marketing Association, Chicago, pp. 115-119.
23. Christopher J. Lovelock, “Classifying Services to Gain Strategic Marketing Insights,” Journal of Marketing, 47 (Summer 1983): 9-20
24. Lovelock (1991), “Think Before You Leap in Services Marketing,” in L.L. Berry, G. Lynn Shostack, and G. D. Upah, Proceedings of Conference on Emerging Perspectives in Services Marketing, American Marketing Association, Chicago, pp. 115-119.
25. Richard B. Chase, “Where Does the Customer Fit in a Service Operation?” Harvard Business Review (November/December 1978), pp. 137-142.
26. See The odore Levitt, Marketing for Business Growth (New York, NY: McGraw-Hill, 1974), p. 47.
27. Several theorists have attempted to develop frameworks for understanding the structure of service products. G. Lynn Shostack, “Breaking Free from Product Marketing” Journal of Marketing, 41 (April 1977): 73-80, developed a molecular model, applicable to either goods or services, to help marketers visualize and manage what she termed a “total market entity.” At the centre is the core benefit, addressing the basic customer need, which is then linked to a series of other service elements. She argues that, as in chemical formulations, a change in one element may completely alter the nature of the entity. Surrounding the molecules are a series of bands representing price, distribution, and market positioning (communication messages).
28. Lovelock (1994), “Think Before You Leap in Services Marketing,” in L.L. Berry, G. Lynn Shostack, and G. D. Upah, Proceedings of Conference on Emerging Perspectives in Services Marketing, American Marketing Association, Chicago, pp. 115-119.
29. B. Joseph Pine, Mass Customization: a New Frontier in Business Competition (Boston, MA: ABS Press, 1993).
30. Kesavan and Panitz (1991), “Standardizing Services for Global Competitiveness: Literature Review and Hypotheses Generation,” in Ben L. Kedia and Lars Larson, eds., U.S. Competitiveness in the Global Marketplace: A Special Focus on the Service Sector, Conference Proceedings, CIBER, Memphis State University, Memphis, TN
31. Gary Hamel and C.K. Prahalad. “Do you really have a global strategy?” Harvard Business Review (July/August 1985), pp. 139-148.
32. For an in-depth discussion of the role of value-adding activities in competitive strategy, see Michael E. Porter, Competitive Advantage (New York, NY: The Free Press, 1985).
33. Johansson and Yip (1994), “Exploiting Globalization Potential: U.S. and Japanese Strategies,” Strategic Management Journal (October 1994), pp. 579-601.
34. Pei-Yuan Chia, “Citibanking the World,” Bank Management (July/August 1995).
35. Andrew E. Serwer, “McDonald’s Conquers the World,” Fortune, October 17, 1994, pp. 103-116.
36. See George S. Yip and Tammy L. Madsen, “Global Account Management: The New Frontier in Relationship Marketing,” International Marketing Review (Forthcoming 1996).