Global procurement of service activities by service firms

International Marketing Review

Volumn 21, Issue 6, 2004, Pages 615-633

  Kotabe, Masaaki ^a   Murray, Janet Y ^b  

^a TEMPLE UNIVERSITY   (United States)

^b School of Medicine   (United States)

Author keywords

Globalization; Management strategy; Procurement; Services

Indexed keywords

EID: 12144260126     PISSN: 02651335     EISSN: None     Source Type: Journal    
DOI: 10.1108/02651330410568042     Document Type: Article

References (56)

1. Anderson, J.C. and Narus, J.A. (1995), "Capturing the value of supplementary service activities", Harvard Business Review, Vol. 73, January/February, pp. 75-83.
2. Armstrong, J.S. and Overton, T.S. (1977), "Estimating nonresponse bias in mail surveys", Journal of Marketing Research, Vol. 14, August, pp. 396-402.
3. Bateson, J.E.G. (1992), Managing Service Activities Marketing: Text and Readings, 2nd ed., Dryden Press, Orlando, FL.
4. Bitner, M.J., Brown, S.W. and Meuter, M.L. (2000), "Technology infusion in service encounters", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 138-49.
5. Bowen, D.E. and Jones, G.R. (1986), "Transaction cost analysis of service organization-customer exchange", Academy of Management Review, Vol. 11 No. 2, pp. 428-41.
6. Buckley, P.J. and Casson, M. (1976), The Future of Multinational Enterprise, Macmillan, London.
7. Carman, J.M. and Langeard, E. (1980), "Growth strategies for service firms", Strategic Management Journal, Vol. 1, pp. 7-22.
8. Carter, J.R. and Narasimhan, R. (1990), "Purchasing in the international marketplace: implications for operations", Journal of Purchasing and Materials Management, Vol. 26 No. 3, pp. 2-11.
9. Casson, M.C. (1982), "Transaction costs and the theory of multinational enterprise", in Rugman, A.M. (Ed.), New Theories of the Multinational Enterprise, Croom Helm, London.
10. Dabholkar, P.A. (1991), "Using technology-based self-service options to improve perceived service quality", AMA Summer Educators Conference Proceedings, American Marketing Association, Chicago, IL, pp. 534-5.
11. Daniels, J.D. and Radebaugh, L.H. (1998), International Business: Environments and Operations, 8th ed., Addison-Wesley, Reading, MA.
12. Davidson, W.H. (1982), Global Strategic Management, John Wiley & Sons, New York, NY.
13. Drew, S. (1994), "BPR in financial service activities: factors for success", Long Range Planning, Vol. 27 No. 5, pp. 25-41.
14. Dunning, J.H. (1989), Transnational Corporations and the Growth of Service Activities: Some Conceptual and Theoretical Issues, United Nations, New York, NY.
15. Elfring, T. and Baven, G. (1994), "Outsourcing technical service activities: stages of development", Long Range Planning, Vol. 27 No. 5, pp. 42-51.
16. Erramilli, M.K. (1990), "Entry mode choice in service industries", International Marketing Review, Vol. 5 No. 7, pp. 50-62.
17. Erramilli, M.K. and Rao, C.P. (1993), "Service firms' international entry-mode choice: a modified transaction-cost analysis approach", Journal of Marketing, Vol. 57, July, pp. 19-38.
18. Fortune (1994), "Outsourcing: redefining the corporation of the future", Fortune, 4 December, pp. 51-92.
19. Grönroos, C. (1983), "Strategic management and marketing in the service sector", Marketing Science Institute Report, May, pp. 83-104.
20. Guile, B.R. (1988), "Introduction to service industries policy issues", in Guile, B.R. and Quinn, J.B. (Eds), Technology in Service Activities: Policies for Growth, Trade, and Employment, National Academy Press, Washington, DC, pp. 1-15.
21. Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W. (1998), Multivariate Data Analysis, 5th ed., Prentice-Hall, Englewood Cliffs, NJ.
22. Kogut, B. (1985), "Designing global strategies: comparative and competitive value-added chains", Sloan Management Review, Vol. 26, Summer, pp. 15-28.
23. Kotabe, M. (1992), Global Sourcing Strategy: R&D, Manufacturing, and Marketing Interfaces, Quorum Books, New York, NY.
24. Kotabe, M., Murray, J.Y. and Javalgi, R.G. (1998), "Global sourcing of services and market performance: an empirical investigation", Journal of International Marketing, Vol. 6 No. 4, pp. 10-31.
25. Kotler, P. (2003), Marketing Management, 11th ed., Prentice-Hall, Englewood Cliffs, NJ.
26. Kotler, P. and Levy, S.L. (1973), "Buying is marketing, too", Journal of Marketing, January, pp. 54-9.
27. Liu, H. and McGoldrick, P.J. (1995), "International sourcing: patterns and trends", in McGoldrick, P.J. and Davies, G. (Eds), International Retailing - Trends and Strategies, Pitman Publishing, London, pp. 99-116.
28. Lovelock, C.H. (1983), "Classifying service activities to gain strategic marketing insights", Journal of Marketing, Vol. 47 No. 3, pp. 9-20.
29. Lovelock, C.H. (1991), Service Activities Marketing, 2nd ed., Prentice-Hall, Englewood Cliffs, NJ.
30. Lovelock, C.H. (1992), "A basic toolkit for service managers", in Lovelock, C.H. (Ed.), Managing Service Activities: Marketing, Operations, and Human Resources, Prentice-Hall, Englewood Cliffs, NJ.
31. Lovelock, C.H. and Yip, G.S. (1996), "Developing global strategies for service business", California Management Review, Vol. 38 No. 2, pp. 64-86.
32. Magretta, J. (1998), "Fast, global, and entrepreneurial: supply chain management, Hong Kong style: an interview with Victor Fung", Harvard Business Review, Vol. 76, September-October, pp. 103-14.
33. Murray, J.Y. and Kotabe, M. (1999), "Sourcing strategies of US service companies: a modified transaction-cost analysis", Strategic Management Journal, Vol. 20, pp. 791-809.
34. Murray, J.Y., Kotabe, M. and Wildt, A.R. (1995), "Strategic and financial implications of global sourcing strategy: a contingency analysis", Journal of International Business Studies, Vol. 26 No. 1, pp. 181-202.
35. Parasuraman, A. (1996), "Understanding and leveraging the role of customer service in external, interactive, and internal marketing", Frontiers in Service Activities Conference, Nashville, TN.
36. Patterson, P.G. and Cicic, M. (1995), "Typology of service firms in international markets: an empirical investigation", Journal of International Marketing, Vol. 3 No. 4, pp. 57-83.
37. Quinn, J.B. (1992), Intelligent Enterprise; A Knowledge and Service Based Paradigm for Industry, The Free Press, New York, NY.
38. Quinn, J.B. (1996), "The productivity paradox is false: information technology improves service performance", in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Service Activities Marketing and Management, Vol. 5, JAI Press, Greenwich, CT, pp. 71-84.
39. Regan, W.J. (1963), "The service revolution", Journal of Marketing, Vol. 27, July, pp. 57-62.
40. Sapir, A. (1983), "Trade in service activities: police issues for the eighties", World Economy, Vol. 8 No. 2, pp. 171-81.
41. Sarathy, R. (1994), "Global strategic in service industries", Long Range Planning, Vol. 27 No. 6, pp. 115-24.
42. Sheth, J.N., Sisodia, R.S. and Sharma, A. (2000), "The antecedents and consequences of customer-centric marketing", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 55-66.
43. Shostack, G.L. (1987), "Service positioning through structural change", Journal of Marketing, Vol. 51, January, pp. 34-43.
44. Terpstra, V. and Yu, C.M. (1988), "Determinants of foreign investment of US advertising agencies", Journal of International Business Studies, Vol. 19, Spring, pp. 33-46.
45. US Census Bureau (2002), Statistical Abstract of the United States 2001, US Department of Commerce, Washington, DC.
46. Williamson, O.E. (1979), "Transaction cost economics: the governance of contractual relations", Journal of Law and Economics, Vol. 22, October, pp. 233-61.
47. Yip, G.S. (2003), Total Global Strategy II, Prentice-Hall, Upper Saddle River, NJ.
48. Chase, R.B. and Hayes, R.H. (1991), "Beefing up operations in service firms", Sloan Management Review, Vol. 32, Fall, pp. 15-26.
49. Kelley, S.W. (1993), "Discretion and the service employee", Journal of Retailing, Vol. 69, Spring, pp. 104-26.
50. Murray, J.Y., Wildt, A.R. and Kotabe, M. (1995), "Global sourcing strategies of US subsidiaries of foreign multinationals", Management International Review, Vol. 35 No. 4, pp. 307-24.
51. Parasuraman, A. (1998), "Customer service in business-to-business markets: an agenda for research", Journal of Business & Industrial Marketing, Vol. 13 No. 4/5, pp. 309-21.
52. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol. 64, Spring, pp. 12-40.
53. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991), "Refinement and reassessment of the SERVQUAL scale", Journal of Retailing, Vol. 67, Winter, pp. 420-50.
54. Rust, R.T. and Oliver, R.L. (2000), "Should we delight the customer?", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 86-94.
55. Smith, A.K. and Bolton, R.N. (1998), "An experimental investigation of customer reactions to service failure and recovery encounters: paradox or peril?", Journal of Service Research, Vol. 1 No. 1, pp. 65-81.
56. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1988), "Communication and control processes in the delivery of service quality", Journal of Marketing, Vol. 52, April, pp. 35-48.