Exploring the interrelationship among patterns of service strategy changes and organizational design elements

Item Type Journal paper
Abstract

The paper explores patterns of service strategy changes in manufacturing firms and indicates how each pattern is interrelated with modifications in organizational design elements.
The paper draws on a longitudinal study using a survey of 97 manufacturers of capital goods. In addition, 15 case studies have been conducted. Survey and qualitative data were obtained in 1997, 2001 and 2004.
The findings highlight four patterns of service strategy changes: (1) from customer service strategy to after-sales service provider, (2) from after-sales service provider to customer-support service provider, (3) from customer-support service provider to development partner and (4) from customer-support service provider to the outsourcing partner. Evidence of specific alignment between service strategy and organizational design elements is provided.
The main limitation of this study is the purposive sample.
Managers should follow the patterns of service strategy changes by extending the service offerings and modifying the organizational design elements.
Previous studies investigate service strategies and organizational design elements only at a specific time, which leads to a static perspective. This paper offers insights into interrelations among service strategy changes and organizational design elements

Authors Gebauer, Heiko; Fischer, Thomas & Fleisch, Elgar
Journal or Publication Title Journal of Service Management
Language English
Subjects business studies
HSG Classification contribution to scientific community
Refereed Yes
Date 18 January 2010
Publisher Emerald
Place of Publication Bingley UK
Volume 21
Number 1
Page Range 103-129
Number of Pages 27
ISSN 1757-5818
ISSN-Digital 1757-5826
Publisher DOI 10.1108/09564231011025137
Depositing User Heiko Gebauer
Date Deposited 18 Nov 2009 23:42
Last Modified 23 Aug 2016 11:07
URI: https://www.alexandria.unisg.ch/publications/57635

Download

[img]
Preview
Text
gebauer, fischer, fleisch 2010_patterns of service strategy changes and organizational design elements.pdf

Download (139kB) | Preview

Citation

Gebauer, Heiko; Fischer, Thomas & Fleisch, Elgar (2010) Exploring the interrelationship among patterns of service strategy changes and organizational design elements. Journal of Service Management, 21 (1). 103-129. ISSN 1757-5818

Statistics

https://www.alexandria.unisg.ch/id/eprint/57635
Edit item Edit item
Feedback?