Creating competitive advantage in industrial services

Journal of Business and Industrial Marketing

Volumn 13, Issue 5, 1998, Pages 339-355

  Matthyssens, Paul ^a,b,c   Vandenbempt, Koen ^b  

^a HASSELT UNIVERSITY   (Belgium)

^b UNIVERSITY OF ANTWERP   (Belgium)

^c ERASMUS UNIVERSITY   (Netherlands)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0542395798     PISSN: 08858624     EISSN: None     Source Type: Journal    
DOI: 10.1108/08858629810226654     Document Type: Article

References (48)

1. Anderson, J. and Narus, J. (1995), "Capturing the value of supplementary services". Harvard Business Review, Vol. 73, January-February, pp. 75-83.
2. Baden-Fuller, C. and Stopford, J.M. (1994), Rejuvenating the Mature Business, Harvard Business School Press, Boston, MA.
3. Berry, L. (1995), On Great Service, The Free Press, New York, NY.
4. Bharadwaj, S.G., Varadarajan, P.R. and Fahy, J. (1993), "Sustainable competitive advantage in service industries: a conceptual model and research propositions". Journal of Marketing, Vol. 57 No. 4, pp. 83-99.
5. Bowen. D. and Lawler, E. (1995), "Empowering service employees". Sloan Management Review, Summer, pp. 73-84.
6. Calder, B.J. (1977), "Focus groups and the nature of qualitative marketing research". Journal of Marketing Research, Vol. 14 No. 3, pp. 353-64.
7. Cespedes, E.V. (1994), "Industrial marketing: managing new requirements". Sloan Management Review, Spring, pp. 45-60.
8. Collins, D.J. and Montgomery, C.A. (1995), "Competing on resources: strategy in the 1990s". Harvard Business Review, July-August, pp. 118-28.
9. D'Aveni, R.A. (1994), Hypercompetition, Free Press, New York, NY.
10. Day, G.S. (1994), "The capabilities of market-driven organisations". Journal of Marketing, Vol. 58, October, pp. 37-52.
11. Day, G.S. and Wensley, R. (1988), "Assessing advantage: a framework for diagnosing competitive superiority". Journal of Marketing, Vol. 52. pp. 1-20.
12. De Brentani, V. (1991), "Success factors in developing new business services". European Journal of Marketing, Vol. 25 No. 2, pp. 33-59.
13. De Brentani, V. (1993), "New industrial service development: scenarios for success and failure". Journal of Business Research, Vol. 32 No. 2, pp. 93-103.
14. Dierickx, I. and Cool, K. (1989), "Asset stock accumulation and sustainabilily of competitive advantages". Management Science, Vol. 33. pp. 1504-11.
15. Edvardsson, B., Thomasson, B. and Ovretveit, J. (1994), Quality of Service, McGraw-Hill, New York, NY.
16. Fisk, R.P., Brown, S.W. and Bitner, M.J. (1993), 'Tracking the evolution of the services marketing literature". Journal of Retailing, Vol. 69 No. 1, pp. 61-103.
17. Fitzsimmons, J. and Fitzsimmons, M. (1994), Service Management for Competitive Advantage, McGraw-Hill, New York, NY.
18. Foss, N. (1996), "Research in strategy, economics, and Michael Porter". Journal of Management Studies, Vol. 3 No. 1, pp. 1-24.
19. Gale, B.T. (1994), Managing Customer Value, Free Press, New York, NY.
20. Grunert, K.G. and Ellegaard, C. (1993), The concept of key success factors: theory and method", in Baker, M.J. (Ed.), Perspectives on Marketing Management, Vol. 3. pp. 245-74.
21. Hamel, G. and Prahalad, C.K. (1994), Competing for the Future. Breakthrough Strategies for Seizing Control of your Industry and Creating the Markets of Tomorrow, Harvard Business School Press, Boston, MA.
22. Heskett, J.L. and Schlesinger, L.A. (1994), "Pulling the service-profit chain to work". Harvard Business Review, Vol. 72 No. 2. pp. 164-74.
23. Holmlund, M. and Kock, S. (1995), "Buyer perceived service quality in industrial networks". Industrial Marketing Management, Vol. 24. pp. 109-21.
24. Hunt, S.D. (1991), Modem Marketing Theory. Critical Issues in the Philosophy of Marketing Science, South-Western Publishing. Cincinnati, OH.
25. Irons, K. (1994), Managing Service Companies. Strategies for Success, Addison-Wesley Publishing Company, Wokingham.
26. Krueger, R.A. (1988), Focus Groups, Sage, Newbury Park.
27. Lovelock, C. (1994), Product Plus, McGraw-Hill, New York, NY.
28. Lovelock, C. (1996), Service Marketing, Prentice-Hall, New York, NY.
29. Mahoney, J. and Pandian, J. (1992), "The resource-based view within the conversation of strategic management". Strategic Management Journal, Vol. 13 No. 5. pp. 363-80.
30. Maijoor, S. and Van Witteloostuijn, A. (1996), "An empirical test of the resource-based theory: strategic regulation in the Dutch audit industry". Strategic Management Journal, Vol. 17 No. 7, pp. 549-69.
31. Majchrzak, A. and Wang, Q. (1996), "Breaking the functional mind-set in process organizations". Harvard Business Review, Vol. 74 No. 5. pp. 92-101.
32. Mehra, A. (1996), "Resource and market based determinants of performance in the US banking industry". Strategic Management Journal, Vol. 17 No. 4, pp. 307-22.
33. Moore, S.A. and Schlegelmilch, B.B. (1994), "Improving service quality in an industrial setting". Industrial Marketing Management, Vol. 23 No. 1.
34. Morgan, D.L. (1988), Focus Groups as Qualitative Research, Sage, Newbury Park.
35. Morris, M. and Davis, D. (1992), "Measuring and managing customer service in industrial firms". Industrial Marketing Management, Vol. 21. pp. 343-53.
36. Parasuraman, A., Berry, L. and Zeithaml, V.A. (1991), "Understanding customer expectations of service". Sloan Management Review, Spring, pp. 39-48.
37. Parasuraman, A., Zeithaml, V.A. and Berry, L. (1985), "A conceptual model of service quality and its implications for further research". Journal of Marketing, Vol. 49, Fall, pp. 41-50.
38. Penrose, E. (1959), The Theory of the Growth of the Firm, Oxford University Press, Oxford.
39. Porter, M.E. (1980), Competitive Strategy: Techniques for Analyzing Industries and Competitors, The Free Press, New York, NY.
40. Porter, M.E. (1985), Competitive Advantage: Creating and Sustaining Superior Performance, The Free Press, New York, NY.
41. Rangan, K., Shapiro, B.P. and Moriarty, R.T. (1995), Business Marketing Strategy, Concepts and Applications, Irwin, Chicago, IL.
42. Slater, S.E. (1996), "The challenge of sustaining competitive advantages". Industrial Marketing Management, Vol. 23, pp. 79-86.
43. Sousa, J.A. and Hambrick, D.C. (1989), "Key success factors: test of a general theory in the mature industrial product sector". Strategic Management Journal, Vol. 10. pp. 367-82.
44. Thwaites, D., Walley, K. and Foots, S. (1996), "Systematic management of diflerential advantage: a case study from the chemical industry". Industrial Marketing Management, Vol. 23. pp. 209-22.
45. Vandermerve, S. and Lovelock, C. (1994), Competing through Services. Strategy and Implementation, Prentice-Hall, New York, NY.
46. Varadarajan, P.R. (1983), "A two-factor classification of competitive strategy variables". Strategic Management Journal Vol. 6. pp. 337-73.
47. Wernerfelt, B. (1984), "A resource-based view of the firm". Strategic Management Journal, Vol. 3. pp. 171-80.
48. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), "Behavioral consequences of service quality". Journal of Marketing, Vol. 60, April, pp. 33-46.