Internetworked after-sales service

Industrial Marketing Management

Volumn 33, Issue 2, 2004, Pages 75-86

  Zackariasson, Peter ^a   Wilson, Timothy L ^a,b  

^a UMEÅ UNIVERSITY   (Sweden)

^b NONE   (United States)

Author keywords

Actor network; After sales service; Capital goods; International distribution; Technology

Indexed keywords

EID: 0347753272     PISSN: 00198501     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0019-8501(03)00019-1     Document Type: Article

References (46)

1. Aaker D.A. Day G.S. Marketing research 4th ed. 1990 174 Wiley New York
2. Akrich M. The description of technical objects. In Bijker W.E. Law J. (Eds.), Shaping technology/building society 1992 205-224 MIT Press Boston
3. Akrich M. Latour B. A summary of a convenient vocabulary for the semiotics of human and nonhuman assemblies. In Bijker W.E. Law J. (Eds.), Shaping technology/building society 1992 259-264 MIT Press Boston
4. Anell B.I. Wilson T.L. Channel structures of international after-sales networks Journal of Marketing Channels 9 1-2 2001 93-124
5. Bergquist M. Ljungberg J. Communication-from management to organizing. In Braa K. Sørensen C. Dahlbom B. (Eds.), Planet internet 2000 65-85 Studentlitteratur Lund, Sweden
6. Bonoma T.V. Case research in marketing: Opportunities, problems, and a process Journal of Marketing Research 22 2 1985 199-208
7. Brynjolfsson E. The productivity paradox of information technology Communications of the ACM 36 12 1993 67-77
8. Calás M.B. Smircich L. Past postmodernism? Reflections and tentative directions Academy of Management Review 24 4 1999 649-671
9. Callon M. Techno-economic networks and irreversibility. In Law J. (Ed.), A sociology of monsters: Essays on power, technology and domination 1991 132-161 Routledge London
10. Callon M. Is science a public good? Science, Technology and Human Values 19 4 1994 395-424
11. Carter N.M. Computerization as a predominate technology: Its influence on the structure of newspaper organizations Academy of Management Journal 27 2 1984 247-270
12. Child J. Organizational structure, environment and performance: The role of strategic choice Sociology 6 1972 1-22
13. Company AB (2001). Annual report for the financial year 2000 (in English).
14. Davis L.E. Perceived usefulness, perceived ease of use, and user acceptance of information technology MIS Quarterly 13 3 1989 319-340
15. Davis L.E. Taylor J.C. Technology, organization and job structure. In Dubin R. (Ed.), Handbook of work, organization, and society 1986 379-419 Rand McNally Chicago
16. Foster L.W. Flynn D.M. Management information technology: Its effects on organizational form and function MIS Quarterly 1984 229-235
17. Giddens A. The constitution of society-outline of the theory of structuration 1984 Polity Press Cambridge, UK
18. Green P.E. Tull D.S. Albaum G. Research for marketing decision 5th ed. 1988 101 102 Prentice-Hall London
19. Grönroos C. Innovative marketing strategies and organization structures for service firms. In Berry L.L. Shostack L.G. Upah G.D. (Eds.), Emerging perspectives on services marketing 1983 9-21 American Marketing Association Chicago, IL
20. Haas R.W. Business marketing: A managerial approach 6th ed. 1995 South-Western Publishing Cincinnati, OH
21. Herbig P.A. Palumbo F. Serving the aftermarket in Japan and the United States Industrial Marketing Management 22 1993 339-346
22. Hiltz S.R. Johnson K. User satisfaction with computer-mediated communication systems Management Science 36 3 1990 101-102
23. Hunt S.D. A general theory of economic growth: Resources, competences, productivity, economic growth 2000 Sage Publications Thousand Oaks, CA
24. Jones G.R. Organizational theory: Text and cases 2nd ed. 1999 Addison-Wesley Reading, MA
25. Kling R. Iacono S.C. Computing as an occasion for social control Journal of Social Issues 40 1984 77-96
26. Latour B. Science in action 1987 Open Univ. Press London
27. Latour B. Where are the missing masses? The sociology of a few mundane artifacts. In Bijker W.E. Law J. (Eds.), Shaping technology/building society 1992 225-258 MIT Press Boston
28. Latour B. Pandora's hope: Essays on the reality of science studies 1999 Harvard Univ. Press Cambridge, MA
29. Leavitt H.J. Whistler T.L. Management in the 1980s Harvard Business Review 36 6 1958 41-48
30. Levitt T. After the sale is over Harvard Business Review 71 5 1983 87-93
31. Lindblom C.E. The science of muddling through Public Administrative Review 19 1959 79-88
32. Markus M.L. Power, politics, and MIS implementation Communications of the ACM 26 1983 430-444
33. Narus J.A. Anderson J.C. Rethinking distribution: Adaptive channels Harvard Business Review 74 4 1996 112-120
34. Orlikowski W.J. The duality of technology: Rethinking the concept of technology in organizations Organizational Science 3 3 1992 398-427
35. Orlikowski W.J. The truth is not out there: An enacted view of the "digital economy" Understanding the digital economy: Data, tools, and research 1999 Department of Commerce Washington, DC http://mitpress.mit.edu/books/0262523302/ude.html
36. Orlikowski W.J. Using technology and constituting structures: A practice lens for studying technology in organizations Organization Science 11 4 2000 404-428
37. Perrow C. The organizational context of human factors engineering Administration Science Quarterly 28 1983 521-541
38. Pfeffer J. Leblebici H. Information technology in organizational structure Pacific Sociological Review 20 1977 241-261
39. Porter M.E. Competitive strategy 1980 Free Press New York
40. Siegel J. Dubrovsky V. Kierler S. McGuire T.W. Group processes in computer-mediated communication Organizational Behavior and Human Decision Processes 37 1986 157-187
41. Smith K. Service aspects of industrial products lead to future product purchase intentions Industrial Marketing Management 27 1998 83-93
42. Trist E.L. Higgins W. Murray H. Pollock A.B. Organizational choice 1963 Tavistock London
43. Wilson T.L. International after-sales services Journal of Global Marketing 13 1 1999 5-27
44. Wilson T.L. Boström U. Lundin R. Communications and expectations in after-sales service provision: Experience of an international Swedish firm Industrial Marketing Management 28 1999 381-394
45. Yin R.K. Case study research: Design and methods 1994 Sage Publications Thousand Oaks, CA
46. Zuboff S. The age of the smart machine 1988 Basic Books New York