Competitive advantage through service differentiation by manufacturing companies

Journal of Business Research

Volumn 64, Issue 12, 2011, Pages 1270-1280

  Gebauer, Heiko ^a   Gustafsson, Anders ^b,c   Witell, Lars ^c,d  

^a SWISS FEDERAL INSTITUTE OF AQUATIC SCIENCE AND TECHNOLOGY   (Switzerland)

^b BI NORWEGIAN BUSINESS SCHOOL   (Norway)

^c KARLSTAD UNIVERSITY   (Sweden)

^d LINKÖPING UNIVERSITY   (Sweden)

Author keywords

Customer centricity; Innovation; Service differentiation; Service infusion in manufacturing companies

Indexed keywords

EID: 80052569356     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2011.01.015     Document Type: Article

References (84)

1. Anderson J.C., Narus J.A. Capturing the value of supplementary services. Harv Bus Rev 1995, 73(3):75-83.
2. Anderson J.C., Gerbing D.W. Structural equation modelling in practice: a review and recommended two-step approach. Psychol Bull 1988, 103(3):411-423.
3. Antioco M., Moenaert R.K., Lindgreen A., Wetzels M.G.M. Organizational antecedents to and consequences of service business orientations in manufacturing companies. J Acad Mark Sci 2008, 36(3):337-358.
4. Armstrong J.S., Overton T.S. Estimating non-response bias in mail surveys. J Mark Res 1977, 14(3):396-402.
5. Bagozzi R.P., Yi Y. On the evaluation of structural equation models. J Acad Mark Sci 1988, 16(1):74-94.
6. Barney J.B. Firm resources and sustained competitive advantage. J Manage 1991, 17(1):99-120.
7. Baron M.R., Kenny D.A. The moderator-mediator variable distinction in social psychological research: conceptual strategic and statistical considerations. J Pers Soc Psychol 1986, 51:1173-1182.
8. Cohen M.A., Agrawal N., Agrawal V. Winning in the aftermarket. Harv Bus Rev 2006, 84(5):129-138.
9. Churchill G.A. A paradigm for developing better measures of marketing constructs. J Mark Res 1979, 16(1):64-73.
10. Damanpour F. Organizational innovation: a meta-analysis of effects of determinants and moderators. Acad Manage J 1991, 34(3):555-590.
11. Davies A. Moving base into high-value integrated solutions: a value stream approach. Ind Corp Change 2004, 13(5):727-756.
12. Davies A., Brady T., Hobday M. Organizing for solutions: systems seller vs. systems integrator. Ind Mark Manage 2007, 36(2):183-193.
13. Davis P.S., Schul P.L. Addressing the contingent effects of business unit strategic orientation on relationships between organizational context and business unit performance. J Bus Res 1993, 27(3):183-200.
14. Day G.S. The market-driven organization 1999, Free Press, New York.
15. Dess G.G., Beard D.W. Dimensions of organizational task environments. Adm Sci Q 1984, 29(1):52-73.
16. Dierickx I., Cool K. Asset stock accumulation and sustainability of competitive advantage. Manage Sci 1989, 35(12):1504-1511.
17. Deshpande R., Farley J., Webster F. Corporate culture customer orientation and innovativeness in Japanese firms: a quadrad analysis. J Mark 1993, 57(1):23-37.
18. Drucker P. The practice of management 1954, HarperCollins, New York.
19. Fang E., Palmatier R.W., Steenkamp J.B.E.M. Effect of service transition strategies on firm value. J Mark 2008, 72(4):1-14.
20. Fornell C., Larcker D.F. Evaluating structural equation models with unobserved variables and measurement error. J Mark Res 1981, 18(1):39-50.
21. Galbraith J.R. Designing the customer centric organization: a guide to strategy structure and process 2005, Jossey-Bass, San Francisco.
22. Gale B.T. Managing customer value 1994, Free Press, New York.
23. Gebauer H., Edvardsson B., Gustafsson A., Witell L. Match or mismatch: strategy-structure configurations in the service business of manufacturing companies. J Serv Res 2010, 13(2):198-215.
24. Gebauer H. Identifying service strategies in product manufacturing companies by exploring environment-strategy configurations. Ind Mark Manage 2008, 37(3):278-291.
25. Gustafsson A., Brax S., Witell L. The future of service business in manufacturing firms. J Serv Manage 2010, 21(6):557-563.
26. Hambrick D.C. Taxonomic approaches to studying strategy: methodological issues. J Manage 1984, 10(1):27-41.
27. Han J.K., Kim N., Srivastava R.K. Market orientation and organizational performance: is innovation a missing link?. J Mark 1998, 62(4):30-45.
28. Henard D.H., Szymanski D.M. Why some new products are more successful than others. J Mark Res 2001, 38(3):362-375.
29. Heskett J.L., Sasser W.E., Schlesinger L.A. The service profit chain 1997, Free Press, New York.
30. Homburg C., Fassnacht M., Günther C. The role of soft factors in implementing a service-oriented strategy in industrial marketing companies. J Bus Bus Mark 2003, 10(2):23-51.
31. Homburg C., Giering A. Personal characteristics as moderators of the relationship between customer satisfaction and loyalty - an empirical analysis. Psychol Mark 2001, 18(1):43-66.
32. Homburg C., Giering A. Konzeptualisierung und operationalisierung komplexer konstrukte - Ein leitfaden für die marketingforschung. Z Forsch Prax 1996, 18(1):5-24. Marketing.
33. Hoopes D.G., Madsen T.L., Walker G. Guest editors' introduction to the special issue: why is there a resource-based view? Toward a theory of competitive heterogeneity. Strateg Manage J 2003, 24(10):889-902.
34. Hult T., Hurley R., Knight G.A. Innovativeness: its antecedents and impact on business performance. Ind Mark Manage 2004, 33(5):429-438.
35. Hurley R., Hult T. Innovation market orientation and organizational learning: an integration and empirical examination. J Mark 1998, 62(3):42-54.
36. Jacob F., Ulaga W. The transition from product to service in business markets: an agenda for academic inquiry. Ind Mark Manage 2008, 37(3):247-253.
37. Jaworski B., Kohli A.K. Market orientation: antecedents and consequences. J Mark 1993, 57:53-70. (July).
38. Johnson M.D. Customer orientation and market action 1998, Prentice Hall, Upper Saddle River, N.J.
39. Johnson M.D., Selnes F. Customer portfolio management: toward a dynamic theory of exchange relationships. J Mark 2004, 68(2):1-17.
40. Kalwani M.U., Narayandas N. Long-term manufacturer-supplier relationships: do they pay off for supplier firms?. J Mark 1995, 59(1):1-16.
41. Kenny D.A., Judd C.M. Estimating the nonlinear and inter-active effects of latent variables. Psychol Bull 1984, 96(1):201-210.
42. Kim L., Lim Y. Environment, generic strategies, and performance in a rapidly developing country: a taxonomic approach. Acad Manage J 1988, 31(4):802-827.
43. Kohli A.K., Jaworski B. Market orientation: the construct research propositions and managerial implications. J Mark 1990, 54(2):1-18.
44. Kordupleski R.E., Rust R.T., Zahorik A.J. Why improving quality doesn't improve quality (or whatever happened to marketing?). Calif Manage Rev 1993, 35(3):82-95.
45. Lewis W.A. Notes on the economics of loyalty. Economica 1942, 9(36):333-348.
46. Lindell M.K., Whitney D.J. Accounting for common method variance in cross-sectional research designs. J Appl Psychol 2001, 86(1):114-121.
47. Mathieu V. Product services: from a service supporting the product to a service supporting the client. J Bus Ind Mark 2001, 16(1):39-61.
48. Matthyssens P., Vandenbempt K., Berghman L. Value innovation in business markets: breaking the industry recipe. Ind Mark Manage 2006, 35(6):751-761.
49. Matsuno K., Mentzer J.T. The effects of strategy type on the market orientation-performance relationship. J Mark 2000, 64(4):1-16.
50. McKee D.O.R., Varadarajan P., Pride W.M. Strategic adaptability and firm performance: a market-contingent perspective. J Mark 1989, 53(3):21-35.
51. Meyer A., Chase R.B., Roth A.V., Voss C.A., Sperl K.U., Menor L., et al. Service competitiveness: an international benchmarking comparison of service practice and performance in Germany, UK and USA. Int J Serv Ind Manage 1999, 10(4):369-379.
52. Miles R.E., Snow C.C. Organizational strategy, structure, and process 1978, McGraw-Hill, New York.
53. Miller D., Friesen P.H. Strategy-making and environment: the third link. Strateg Manage J 1983, 4(3):221-235.
54. Narver J.C., Slater S.F. The effect of a market orientation on business profitability. J Mark 1990, 54(4):20-35.
55. Narver J.C., Slater S.F. The positive effect of a market orientation on business profitability: a balanced replication. J Bus Res 2000, 48(1):69-73.
56. Narver J.C., Slater S.F., MacLachlan D.L. Responsive and proactive market orientation and new-product success. J Prod Innov Manage 2004, 21(5):334-347.
57. Neale M.C. Modeling interaction and nonlinear effects with Mx: a general approach. Interaction and non-linear effects in structural equation modeling 1998, 43-61. Psychology Press. G. Marcoulides, R. Schumacker (Eds.).
58. Neu W.A., Brown S.W. Forming successful business-to-business services in goods-dominant firms. J Serv Res 2005, 8(1):3-17.
59. Oliva R., Kallenberg R. Managing the transition from products to services. Int J Serv Ind Manage 2003, 14(2):160-172.
60. Ping R.A. A parsimonious estimating technique for interaction and quadratic latent variables. J Mark Res 1995, 32(3):336-347.
61. Podsakoff P.M., MacKenzie S.B., Lee J.-Y., Podsakoff N.P. Common method biases in behavioral research: a critical review of the literature and recommended remedies. J Appl Psychol 2003, 88(5):879-903.
62. Podsakoff P.M., Organ D. Self-report in organizational research: problems and prospects. J Manage 1986, 12(4):531-544.
63. Porter M.E. The competitive advantage of nations 1990, Free Press, New York.
64. Potts G.W. Exploiting your product's life cycle. Harv Bus Rev 1988, 66(5):32-35.
65. Powell T.C. Total quality management as competitive advantage: a review and empirical study. Strateg Manage J 1995, 16(1):15-37.
66. Reichheld F.F. The loyalty effect: the hidden force behind growth profits and lasting value 1996, Harvard Business School Press, Boston.
67. Reichheld F.F., Sasser E.W. Zero defections: quality comes to service. Harv Bus Rev 1990, 68(5):56-69.
68. Ren G., Gregory M. Servitization in manufacturing companies: a conceptualization, critical review and research agenda 2007.
69. Rust R.T., Lemon K.N., Zeithaml V.A. Return on marketing: using customer equity to focus marketing strategy. J Mark 2004, 68(1):109-127.
70. Sawhney M., Balasubramanian S., Krishnan V.V. Creating growth with services. Sloan Manage Rev 2004, 45(2):34-43.
71. Selnes F., Jaworski B., Kohli A. Market orientation in United States and Scandinavian companies: a cross-cultural study. Scand J Manage 1996, 12(2):139-157.
72. Shah D., Rust R.T., Parasuraman A., Staelin R., Day G.S. The path to customer centricity. J Serv Res 2006, 9(2):113-124.
73. Sheth J., Parvatiyar A. The evolution of relationship marketing. Int Bus Rev 1995, 4(4):397-418.
74. Treacy M., Wiersema F. Customer intimacy and other value disciplines. Harv Bus Rev 1993, 71(1/2):84-93.
75. Tuli K.R., Kohli A.K., Bharadwaj S.G. Rethinking customer solutions: from product bundles to relational processes. J Mark 2007, 71(3):1-17.
76. Vandermerwe S., Rada J.F. Servitization of business: adding value by adding services. Eur Manage J 1988, 6(4):314-324.
77. Vargo S.L., Lusch R.F. Service-dominant logic: continuing the evolution. J AcadMark Sci 2008, 36(1):1-10.
78. Venkatesan R., Kumar V. A customer lifetime value framework for customer selection and resource allocation strategy. J Mark 2004, 68(4):106-125.
79. Wernerfelt B. The resource-based view of the firm. Strateg Manage J 1984, 5(2):171-180.
80. Wheelwright S.C., Clark K.B. Revolutionizing product development quantum leaps in speed efficiency and quality 1992, Free Press, New York.
81. Wise R., Baumgartner P. Going downstream: the new imperative in manufacturing. Harv Bus Rev 1999, 77(5):133-141.
82. Yoon E., Guffey H.J., Kijewski V. The effects of information and company reputation on intentions to buy a business service. J Bus Res 1993, 27(3):215-228.
83. Zaltman G., Duncan R., Holbek J.J. Innovations and organizations 1973, Wiley, New York.
84. Zhou Z., Yim K.C.K., Tse D.K. The effects of strategic orientations on technology- and market-based breakthrough innovations. J Mark 2005, 69(2):42-60.