An investigation of the relationship between behavioral processes, motivation, investments in the service business and service revenue

Industrial Marketing Management

Volumn 36, Issue 3, 2007, Pages 337-348

  Gebauer, Heiko ^a   Fleisch, Elgar ^a  

^a UNIVERSITY OF ST GALLEN   (Switzerland)

Author keywords

Behavioral processes; Managerial motivation; Manufacturing companies; Service management

Indexed keywords

EID: 33947160035     PISSN: 00198501     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.indmarman.2005.09.005     Document Type: Article

References (58)

1. Allaire Y., and Firsirtou M. How to implement radical strategies in large organizations. Sloan Management Review 25 (1985, Spring) 19-34
2. Anderson J.C., and Narus A.J. Capturing the value of supplementary services. Harvard Business Review 73 3 (1995) 75-83
3. Ashforth B.E., and Lee R.T. Defensive behavior in organizations: A preliminary model. Human Behavior 43 (1990, July) 621-648
4. Belz C., Schuh G., Groos A., and Reinecke S. Industrie als Dienstleister (1997), Thexis, St. Gallen
5. Bowen D., Siehl C., and Schneider B. A framework for analyzing customer service orientations in manufacturing. Academy of Management Review 14 1 (1989) 75-95
6. Brinberg D., and McGrath J. Validity and the research process (1985), Sage Publications, CA, Beverly Hills
7. Canton D. Learning to love the service economy. Harvard Business Review 61 4 (1984) 89-97
8. Coppett J.I. Auditing your customer service activities. Industrial Marketing Management 17 (1988) 277-284
9. Cyert R., and March J. A behavioural theory of the firm (1992), MIT Press, MA Cambridge
10. Davidow W.H., and Uttal B. Coming: The customer service decade. Across the Board 26 11 (1989) 33-37
11. Davis S. Corporate culture and human resource management: Two keys to implementing strategy. Human Resource Planning 6 3 (1983) 159-167
12. DeBrentani U. Innovative versus incremental new business services: Different keys for achieving success. Journal of Product Innovation Management 18 3 (2001) 169-187
13. Donaldson W. Manufacturers need to show greater commitment to customer service. Industrial Marketing Management 24 (1995) 421-430
14. Einhorn H.J., and Hogarth R.M. Ambiguity and uncertainty in probabilistic inference. Psychological Review 92 4 (1985) 433-461
15. Einhorn H.J., and Hogarth R.M. Behavioural decision theory: Process of judgment and choice. Annual Review of Psychology 32 (1986) 53-88
16. Eisenhardt K.M. Building theories from case study research. Academy of Management Review 14 4 (1989) 532-550
17. Frambach R.T., Wels-Lips L., and Gündlach A. Proactive product service strategies-an application. Industrial Marketing Management 26 (1997) 341-352
18. Garvin D. Leveraging processes for strategic advantage. Harvard Business Review 73 3 (1995) 77-90
19. Gebauer H., Fleisch E., and Friedli T. Overcoming the service paradox in manufacturing companies. European Management Journal 22 1 (2005)
20. Grönroos C. Service management and marketing-managing the moments of truth in service competition (1990), Lexington, MA
21. Grönroos C. Marketing services: The case of a missing product. Journal of Business and Industrial Marketing 13 4/5 (1998) 322-338
22. Homburg C., Fassnacht M., and Günther C. Erfolgreiche Umsetzung dienstleistungsorientierter Strategien von Industrieunternehmen. Schmalenbachs Zeitschrift für betriebswirtschaftliche Forschung 54 9 (2002) 487-508
23. Homburg C., Fassnacht M., and Guenther C. The role of soft factors in implementing a service-oriented strategy in industrial marketing companies. Journal of Business-to-Business Marketing 10 2 (2003) 23-51
24. Hunt S.D. Modern marketing theory: Critical issues in the philosophy of marketing science (1991), South-Western Publishing, OH, Cincinnati
25. Joyce S., William F., and Slocum J.W. Strategic context and organizational climate. In: Schneider B. (Ed). Organizational climate and culture (1990), Jossey-Bass, San Francisco/Oxford 130-150
26. Kahneman D., and Lovallo D. Timid choices and bold forecasts: A cognitive perspective on risk-taking. Management Science 39 1 (1992) 17-31
27. Kahneman D., and Tversky A. Prospect theory: An analysis of decision under risk. Econometrica 47 (1979) 263-291
28. Kotler P. Marketing management: Analysis, planning, implementation and control. 8th ed. (1994), Prentice-Hall, NJ, Englewood Cliffs
29. Krueger R.A. Focus groups (1988), Sage Publications, Newbury Park
30. Kyj L.S., and Kyj M.J. Customer service product differentiation in international markets. International Journal of Physical Distribution & Materials Management 19 1 (1989) 30-38
31. Levitt T. Marketing intangible products and product intangibles. Harvard Business Review 50 (1981, May-June) 94-102
32. Lincoln Y., and Cuba E.G. Naturalistic inquiry (1985), Sage Publications, CA, Beverly Hills
33. Martin J., and Siehl C. Culture and counter-culture. Organizational Dynamics 12 1 (1983) 52-64
34. Mathe H., and Shapiro R.D. Integrating service strategy in the manufacturing company (1993), Chapman and Hall, London
35. Mathieu V. Service strategies within the manufacturing sector: Benefits, costs and partnership. International Journal of Service Industry Management 12 5 (2001) 451-475
36. Mathieu V. Services: From a service supporting the product to a service supporting the client. Journal of Business and Industrial Marketing 16 1 (2001) 39-58
37. Mathur S. How firms compete: A new classification of generic strategies. Journal of General Management 14 1 (1988) 30-57
38. Matthyssens P., and Vandenbempt K. Creating competitive advantage in industrial services. Journal of Business and Industrial Marketing 13 4/5 (1998) 339-355
39. Miles M.B., and Huberman A.M. Qualitative data analysis: An expanded sourcebook. 2nd ed. (1994), Sage Publications, CA, Thousand Oaks
40. Morgan D.L. Focus groups as qualitative research (1988), Sage Publications, Newbury Park
41. Nunnally J. Psychometric theory. 2nd ed. (1978), McGraw-Hill, New York
42. Oliva R., and Kallenberg R. Managing the transition from products to services. International Journal of Service Industry Management 14 2 (2003) 160-172
43. Parasuraman A. Customer service in business-to-business markets: An agenda for research. Journal of Business and Industrial Marketing 13 4 (1998) 309-321
44. Porter L.W., and Lawler E.E. Managerial attitudes and performance (1968), Irwin Homewood, Ill
45. Potts G.W. Exploiting your product's life cycle. Harvard Business Review 66 5 (1988) 32-35
46. Robinson T.C., Clarke-Hill C.M., and Clarkson R. The role of service as a differentiation strategy: A study of the commodity chemical sector. Proceedings of the fifth international research seminar in service management (1998), IAE, Aix-en-Provence
47. Roscitt R., and Parquet R.I. Strategic service management. Journal of Business and Industrial Marketing 5 1 (1990) 27-40
48. Schuh G., Friedli T., and Gebauer H. Fit for service : Industrie als Dienstleister (2004), Hanser Verlag, München
49. Silverman D. Doing qualitative research: A practical handbook (2000), Sage Publications, London
50. Slater R. Jack Welch and the GE way (1999), McGraw-Hill, NY, New York
51. Strauss A., and Corbin J. Basics of qualitative research: Grounded theory procedures and techniques (1990), Sage Publications, CA, Newbury Park
52. Thorndike E. Animal intelligence (1911), Macmillan, NY, New York
53. Vandermerwe S., and Rada J. Servitization of business adding value by adding services. European Management Journal 6 4 (1988) 314-324
54. VDMA. Serviceleistungen im Maschinen-und Anlagenbau (2004), Statisches Jahrbuch
55. Vroom V. Work and motivation (1964), Wiley, New York
56. Windahl C., Andersson P., Berggren C., and Nehler C. Manufacturing firms and integrated solutions: Characteristics and implications. European Journal of Innovation Management 7 3 (2004) 218-228
57. Wise R., and Baumgartner P. Go downstream: The new imperative in manufacturing. Harvard Business Review 77 5 (1999) 133-141
58. Yin R.K. Case study research: Design and method. 2nd. ed. (1994), Sage Publications, CA, Thousand Oaks