Internalisation or externalisation?: Examining organisational arrangements for industrial services

Managing Service Quality

Volumn 21, Issue 4, 2011, Pages 373-391

  Kowalkowski, Christian ^a   Kindström, Daniel ^a   Witell, Lars ^a,b  

^a LINKÖPING UNIVERSITY   (Sweden)

^b KARLSTAD UNIVERSITY   (Sweden)

Author keywords

Corporate strategy; Externalization; Hybrid configuration; Industrial services; Internalization; Organizational arrangement; Service partner

Indexed keywords

EID: 79960031734     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604521111146252     Document Type: Article

References (53)

1. Antioco, M., Moenaert, R.K., Lindgreen, A. and Wetzels, M.G.M. (2008), "Organizational antecedents to and consequences of service business orientations in manufacturing companies" in Journal of the Academy of Marketing Science, Vol. 36, No. 3, pp. 337-58.
2. Axelsson, B. and Wynstra, F. (2002), Buying Business Services, John Wiley & Sons, Chichester.
3. Baveja, S.S., Gilbert, J. and Ledingham, D. (2004), "From products to services: why it's not so simple" in Harvard Management Update, Vol. 9, No. 4, pp. 3-5.
4. Beyers, W.B. and Lindahl, D.P. (1996), "Explaining the demand for producer services: is cost-driven externalization the major factor?" in Papers in Regional Science, Vol. 75, No. 3, pp. 351-74.
5. Brown, S., Gustafsson, A. and Witell, L. (2009), "Beyond products", Wall Street Journal/MIT Sloan, 22 June.
6. Burns, T. and Stalker, G.M. (1961), The Management of Innovation, Tavistock, London.
7. Coffey, W.J. and Drolet, R. (1996), "Make or buy: internalization and externalization of producer service inputs in the Montreal Metropolitan Area" in Canadian Journal of Regional Science, Vol. 19, No. 1, pp. 25-48.
8. Cova, B. and Salle, R. (2008), "Marketing solutions in accordance with the S-D logic: co-creating value with customer network actors" in Industrial Marketing Management, Vol. 37, No. 3, pp. 270-7.
9. Davies, A. (2004), "Moving base into high-value integrated solutions: a value stream approach" in Industrial and Corporate Change, Vol. 13, No. 5, pp. 727-56.
10. Davies, A. and Brady, T. (2000), "Organisational capabilities and learning in complex product systems: towards repeatable solutions" in Research Policy, Vol. 29, Nos 7-8, pp. 931-53.
11. Davies, A., Brady, T. and Hobday, M. (2006), "Charting a path toward integrated solutions" in Sloan Management Review, Vol. 47, No. 3, pp. 39-48.
12. Dubois, A. and Gadde, L-E. (2002), "Systematic combining: an abductive approach to case research" in Journal of Business Research, Vol. 55, No. 7, pp. 553-60.
13. Edmonson, A.C. and McManus, S.E. (2007), "Methodological fit in management field research" in Academy of Mangement Review, Vol. 32, No. 4, pp. 1155-79.
14. Eisenhardt, K.M. and Graebner, M.E. (2007), "Theory building from cases: opportunities and challenges" in Academy of Management Journal, Vol. 50, No. 1, pp. 25-32.
15. Fang, E., Palmatier, R.W. and Steenkamp, J-B. (2008), "Effect of service transition strategies on firm value" in Journal of Marketing, Vol. 72, No. 5, pp. 1-14.
16. Galbraith, J.R. (1973), Designing Complex Organizations, Addison-Wesley Publishing, Reading, MA.
17. Galbraith, J.R. (2002), "Organizing to deliver solutions" in Organizational Dynamics, Vol. 31, No. 2, pp. 194-207.
18. Gebauer, H. and Fleisch, E. (2007), "An investigation of the relationship between behavioral processes, motivation, investments in the service business and service revenue" in Industrial Marketing Management, Vol. 36, No. 3, pp. 337-48.
19. Gebauer, H. and Kowalkowski, C. (2011), "Customer-focused and service-focused orientation in organizational structures", Journal of Business & Industrial Marketing, in press.
20. Gebauer, H., Fischer, T. and Fleisch, E. (2010a), "Exploring the interrelationship among patterns of service strategy changes and organizational design elements" in Journal of Service Management, Vol. 21, No. 1, pp. 103-29.
21. Gebauer, H., Fleisch, E. and Friedli, T. (2005), "Overcoming the service paradox in manufacturing companies" in European Management Journal, Vol. 23, No. 1, pp. 14-26.
22. Gebauer, H., Gustafsson, A. and Witell, L. (2011), "Service differentiation of manufacturing companies", Journal of Business Research, in press.
23. Gebauer, H., Edvardsson, B., Gustafsson, A. and Witell, L. (2010b), "Match or mismatch: strategy-structure configurations in the service business of manufacturing companies" in Journal of Service Research, Vol. 13, No. 2, pp. 184-97.
24. Gibbert, M., Ruigrok, W. and Wicki, B. (2008), "What passes as a rigorous case study?" in Strategic Management Journal, Vol. 29, No. 13, pp. 1465-74.
25. Goe, R.W. (1991), "The growth of producer services industries: sorting through the externalization debate" in Growth and Change, Vol. 22, No. 4, pp. 118-41.
26. Goffin, K. (1999), "Customer support: a cross-industry study of distribution channels and strategies" in International Journal of Physical Distribution & Logistics Management, Vol. 29, No. 6, pp. 374-97.
27. Gremyr, I., Löfberg, N. and Witell, L. (2010), "Service innovations in manufacturing firms" in Managing Service Quality, Vol. 20, No. 2, pp. 161-75.
28. Hirschman, A.O. and Lindblom, C.E. (1962), "Economic development, research and development, policy making: some converging views" in Behavioral Science, Vol. 7, No. 2, pp. 211-22.
29. Homburg, C., Workman, J.P. Jr and Jensen, O. (2000), "Fundamental changes in marketing organization: the movement toward a customer-focused organizational structure" in Journal of the Academy of Marketing Science, Vol. 28, No. 4, pp. 459-78.
30. Homburg, C., Workman, J.P. Jr and Jensen, O. (2002), "A configurational perspective on key account management" in Journal of Marketing, Vol. 66, No. 2, pp. 38-60.
31. Kowalkowski, C. (2011), "The service function as a holistic management concept", Journal of Business & Industrial Marketing, Vol. 26, No. 7, in press.
32. Kowalkowski, C., Kindström, D. and Brehmer, P-O. (2011a), "Managing industrial service offerings in global business markets" in Journal of Business & Industrial Marketing, Vol. 23, No. 3, pp. 181-92.
33. Kowalkowski, C., Kindström, D., Alejandro, T.B., Brege, S. and Biggemann, S. (2011b), "Service infusion as agile incrementalism in action", Journal of Business Research, in press.
34. Lawrence, P.R. and Lorsch, J.W. (1969), Organization and Environment, Irwin, Homewood, IL.
35. Lay, G., Copani, G., Jäger, A. and Biege, S. (2010), "The relevance of service in European manufacturing industries" in Journal of Service Management, Vol. 21, No. 5, pp. 715-26.
36. Lele, M.M. (1997), "After-sales service - necessary evil or strategic opportunity?" in Managing Service Quality, Vol. 7, No. 3, pp. 141-5.
37. Mathieu, V. (2001a), "Product services: from a service supporting the product to a service supporting the client" in Journal of Business & Industrial Marketing, Vol. 16, No. 1, pp. 39-61.
38. Mathieu, V. (2001b), "Service strategies within the manufacturing sector: benefits, costs and partnership" in International Journal of Service Industry Management, Vol. 12, No. 5, pp. 451-75.
39. Matthyssens, P. and Vandenbempt, K. (2008), "Moving from basic offerings to value-added solutions: strategies, barriers and alignment" in Industrial Marketing Management, Vol. 37, No. 3, pp. 316-28.
40. Maznevski, M.L. and Chudoba, K.M. (2000), "Bridging space over time: global virtual team dynamics and effectiveness" in Organization Science, Vol. 11, No. 5, pp. 473-92.
41. Miller, D. (1996), "Configurations revisited" in Strategic Management Journal, Vol. 17, No. 7, pp. 505-12.
42. Mintzberg, H. (1983), Power in and Around Organizations, Prentice-Hall, Englewood Cliffs, NJ.
43. Narver, J.C. and Slater, S.F. (1990), "The effect of a market orientation on business profitability" in Journal of Marketing, Vol. 54, No. 4, pp. 20-35.
44. Neu, W.A. and Brown, S.W. (2005), "Forming successful business-to-business services in goods-dominant firms" in Journal of Service Research, Vol. 8, No. 1, pp. 3-17.
45. Neu, W.A. and Brown, S.W. (2008), "Manufacturers forming successful complex business services: designing an organization to fit the market" in International Journal of Service Industry Management, Vol. 19, No. 2, pp. 232-51.
46. Nordin, F. (2005), "Searching for the optimum product service distribution channel: examining the actions of five industrial firms" in International Journal of Physical Distribution & Logistics Management, Vol. 35, No. 8, pp. 576-94.
47. Nordin, F., Kindström, D., Kowalkowski, C. and Rehme, J. (2011), "The risks of providing services: differential risk effects of the service-development strategies of customisation, bundling, and range" in Journal of Service Management, Vol. 22, No. 3, pp. 390-408.
48. Oliva, R. and Kallenberg, R. (2003), "Managing the transition from products to services" in International Journal of Service Industry Management, Vol. 14, No. 2, pp. 160-72.
49. Perry, M. (1992), "Flexible production, externalisation and the interpretation of business service growth" in Service Industries Journal, Vol. 12, No. 1, pp. 1-16.
50. Raddats, C. and Easingwood, C. (2010), "Services growth options for B2B product-centric businesses" in Industrial Marketing Management, Vol. 39, No. 8, pp. 1334-45.
51. Shah, D., Rust, R.T., Parasuraman, A., Staelin, R. and Day, G.S. (2006), "The path to customer centricity" in Journal of Service Research, Vol. 9, No. 2, pp. 113-24.
52. Shepherd, C. and Ahmed, P.K. (2000), "From product innovation to solutions innovation: a new paradigm for competitive advantage" in European Journal of Innovation Management, Vol. 3, No. 2, pp. 100-6.
53. Yin, R.K. (2003), Case Study Research: Design and Methods, Sage Publications, Thousand Oaks, CA.