Service development in traditional product manufacturing companies

European Journal of Innovation Management

Volumn 11, Issue 2, 2008, Pages 219-240

  Gebauer, Heiko ^a   Krempl, Regine ^a   Fleisch, Elgar ^a  

^a UNIVERSITY OF ST GALLEN   (Switzerland)

Author keywords

Critical success factors; Customer service management; Industrial services; Manufacturing industries

Indexed keywords

EID: 43049133788     PISSN: 14601060     EISSN: None     Source Type: Journal    
DOI: 10.1108/14601060810869875     Document Type: Article

References (47)

1. Anderson, J. and Narus, J. (1995), "Capturing the value of supplementary services", Harvard Business Review, Vol. 73 No. 1, pp. 75-84.
2. Avlonitis, G.J., Papastathopoulou, P.G. and Gounaris, S.P. (2001), "An empirically-based typology of product innovativeness for new financial services: success and failure scenarios", The Journal of Product Innovation Management, Vol. 18 No. 5, pp. 324-42.
3. Boyt, T. and Harvey, M. (1997), "Classification of industrial services: a model with strategic implications", Industrial Marketing Management, Vol. 26 No. 4, pp. 291-300.
4. Brax, S. (2005), "A manufacturer becoming service provider - challenges and a paradox", Managing Service Quality, Vol. 15 No. 2, pp. 142-55.
5. Cohen, M., Agrawal, N. and Agrawal, V. (2006), "Winning in the aftermarket", Harvard Business Review, Vol. 85 No. 5, pp. 129-38.
6. Cooper, R.G., Edgett, S. and Kleinschmidt, E.J. (1999), "New product portfolio management: practices and performance", Journal of Product Innovation Management, Vol. 16 No. 4, pp. 333-51.
7. De Brentani, U. (2001), "Innovative versus incremental new business services: different keys for achieving success", Journal of Product Innovation Management, Vol. 18 No. 3, pp. 169-88.
8. De Jong, J., Bruins, A., Dolfsma, W. and Meijaard, J. (2005), "Innovation in service firms explored: what, how and why?", Literature review, EJM Business and Research, Zoetermeer.
9. De Jong, J. and Vermeulen, P. (2003), "Organizing successful new service development: a literature review", Management Decision, Vol. 41 No. 9, pp. 844-58.
10. Drew, S. (1995), "Strategic benchmarking: innovation practices in financial institutions", International Journal of Bank Marketing, Vol. 13 No. 1, pp. 4-16.
11. Edvardsson, B. and Olsson, J. (1996), "Key concepts for new service development", The Service Industries Journal, Vol. 16 No. 2, pp. 140-64.
12. Eisenhardt, K.M. (1989), "Building theories from case study research", Academy of Management Review, Vol. 14 No. 4, pp. 532-50.
13. Frambach, R., Wels-Lips, I. and Gündlach, A. (1997), "Pro-active product service strategies - an application to the European health market", Industrial Marketing Management, Vol. 26 No. 3, pp. 341-52.
14. Gebauer, H. (2007), "An investigation of antecedents for the development of customer support services in manufacturing companies", Journal of Business-to-Business Marketing, Vol. 14 No. 3.
15. Gummesson, E. (1994), "Service management: an evaluation and the future", International Journal of Service Industry Management, Vol. 5 No. 1, pp. 77-96.
16. Homburg, C., Fassnach, M. and Günther, C. (2003), "The role of soft factors in implementing a service-oriented strategy in industrial marketing companies", Journal of Business-to-Business Marketing, Vol. 10 No. 2, pp. 23-50.
17. Kotler, P. (1994), Marketing Management: Analysis, Planning, Implementation and Control, 8th ed., Prentice-Hall, Englewood Cliffs, NJ.
18. Kyj, L.S. and Kyj, M.J. (1994), "Customer service: product differentiation in international markets", International Journal of Physical Distribution & Logistics Management, Vol. 24 No. 4, pp. 41-50.
19. Lalonde, B. and Zinszer, P.H. (1976), Customer Service: Meanings and Measurement, National Council of Physical Distribution Management, Chicago, IL.
20. Lincoln, Y. and Cuba, E.G. (1985), Naturalistic Inquiry, Sage, Beverly Hills, CA.
21. Lovelock, C.H. (1996), Services Marketing, Prentice-Hall, London.
22. Malleret, V. (2006), "Value creation through service offers", European Management Journal, Vol. 24 No. 1, pp. 106-16.
23. Martin, C.R. and Horne, D.A. (1993), "Services innovation: successful versus unsuccessful firms", International Journal of Service Industry Management, Vol. 4 No. 1, pp. 49-65.
24. Mathieu, V. (2001a), "Service strategies within the manufacturing sector: benefits, costs and partnership", International Journal of Service Industry Management, Vol. 12 No. 5, pp. 451-75.
25. Mathieu, V. (2001b), "Product services: from a service supporting the product to a service supporting the client", Journal of Business & Industrial Marketing, Vol. 16 No. 1, pp. 39-58.
26. Mintzberg, H. and Waters, J.A. (1985), "Of strategies, deliberate and emergent", Strategic Management Journal, Vol. 6 No. 3, pp. 257-72.
27. Neu, W. and Brown, S. (2005), "Forming successful business-to-business services in goods-dominant firms", Journal of Service Research, Vol. 8, pp. 3-17.
28. Oliva, R. and Kallenberg, R. (2003), "Managing the transition from products to services", International Journal of Service Industry Management, Vol. 14 No. 2, pp. 160-72.
29. Parasuraman, A. (1998), "Customer service in business-to-business markets: an agenda for research", Journal of Business and Industrial Marketing, Vol. 13 Nos 4/5, pp. 309-22.
30. Sawhney, M., Balasubramanian, S. and Krishnan, V.V. (2004), "Creating growth with services", Sloan Management Review, Vol. 45 No. 2, pp. 34-43.
31. Scheuing, E.E. and Johnson, E.M. (1989), "A proposed model for new service development", Journal of Services Marketing, Vol. 3 No. 2, pp. 25-34.
32. Schneider, B. and Bowen, D.E. (1984), "New service design, development and implementation and the employee", in George, W.R. and Marshall, C.E. (Eds), Developing New Services, American Marketing Association, Chicago, IL, pp. 82-101.
33. Schuh, G., Friedli, T. and Gebauer, H. (2004), Fit for Service: Industrie als Dienstleister, Carl Hanser Verlag, München/Wien.
34. Shostack, G.L. (1984), "Designing services that deliver", Harvard Business Review, Vol. 62, pp. 133-9.
35. Simon, A. (1993), Industrielle Dienstleistungen, Schäffer-Poeschel, Stuttgart.
36. Stevens, E. and Dimitriadis, S. (2005), "Managing the new service development process: towards a systemic model", European Journal of Marketing, Vol. 39 Nos 1/2, pp. 175-98.
37. Storey, C. and Easingwood, C. (1993), "The impact of the new product development project on the success of financial services", Service Industries Journal, Vol. 13 No. 3, pp. 40-54.
38. Strauss, A. and Corbin, J. (1990), Basics of Qualitative Research: Grounded Theory Procedures and Techniques, Sage Publications, Newbury Park, CA.
39. Thwaites, D. and Edgett, S. (1991), "Aspects of innovation in a turbulent market environment: empirical evidence from UK building societies", Service Industries Journal, Vol. 11 No. 3, pp. 346-61.
40. Tidd, J., Bessant, J. and Pavitt, K. (2001), Managing Innovation - Integrating Technological, Market and Organizational Change, 2nd ed., John Wiley & Sons, New York, NY.
41. Van de Ven, A. (1986), "Central problems in the management of innovation", Management Science, Vol. 32, May, pp. 590-607.
42. Vargo, S. and Lusch, R. (2004), "Evolving to a new dominant logic for marketing", Journal of Marketing, Vol. 68, pp. 1-17.
43. VDMA (2004), Leistungen im Maschinen- und Anlagenbau, VDMA Verlag, Frankfurt.
44. Wernerfelt, B. (1984), "A resource-based view of the firm", Strategic Management Journal, Vol. 5 No. 2, pp. 171-80.
45. Wise, R. and Baumgartner, P. (1999), "Going downstream: the new imperative in manufacturing", Harvard Business Review, Vol. 77 No. 5, pp. 133-41.
46. Yin, R.K. (1994), Case Study Research: Design and Methods, Sage Publications, Thousand Oaks, CA.
47. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1985), "Problems and strategies in services marketing", Journal of Marketing, Vol. 49 No. 2, pp. 33-46.