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An Investigation of Antecedents for the Development of Customer Support Services in Manufacturing Companies
Journal
Journal of Business-to-Business Marketing
ISSN
1051-712X
ISSN-Digital
1547-0628
Type
journal article
Date Issued
2007-08-10
Author(s)
Gebauer, Heiko
Abstract
The existing literature remains silent on the necessary antecedents for developing customer support services (CSS). This paper constitutes an attempt to close part of this gap by addressing the following research question: What are the antecedents for developing CSS in machinery and equipment manufacturing
companies? The unit of analysis was a Strategic Business
Unit (SBU) in both German and Swiss machinery and equipment manufacturing companies. The data collection is based on a broad survey among 212 firms. The hypothesized model was estimated by means of structural equation modeling techniques. he results suggest that the positive associations of the external environment
and orientation of the business strategy towards CSS are supported in erms of significance and size of effect. The orientation of the business strategy towards SS is also positively related with organization of development activities, service manager decision-making authority, and creation of an innovation culture in the service organization. Furthermore, the overall profitability is influenced
positively by these three factors of organizational design.
companies? The unit of analysis was a Strategic Business
Unit (SBU) in both German and Swiss machinery and equipment manufacturing companies. The data collection is based on a broad survey among 212 firms. The hypothesized model was estimated by means of structural equation modeling techniques. he results suggest that the positive associations of the external environment
and orientation of the business strategy towards CSS are supported in erms of significance and size of effect. The orientation of the business strategy towards SS is also positively related with organization of development activities, service manager decision-making authority, and creation of an innovation culture in the service organization. Furthermore, the overall profitability is influenced
positively by these three factors of organizational design.
Language
English
Keywords
Service development
customer support services
machinery and
equipment manufacturing industry
equipment manufacturing industry
HSG Classification
contribution to scientific community
Refereed
Yes
Publisher
Routledge, Taylor and Francis Group
Publisher place
London
Volume
14
Number
3
Start page
59
End page
96
Pages
38
Subject(s)
Division(s)
Eprints ID
38710