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The impact of service offerings on service-related performance outcomes

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abstract The Breadth of Service Offerings (BSO) has become imperative for
businesses seeking competitive advantage in the machine and equipment industries. Yet it is surprising how little of the literature explores the effect that the BSO has on the Quality of Customer Relationships (QCR) and Direct Service Profitability (DSP). An analysis of a survey indicates that QCR and DSP are positively influenced by the BSO. Furthermore, the findings suggest that typical organisational factors such as the Service orientation of Corporate Strategy, Service orientation of the Entire Organisation, and so on moderate the relationship between BSO and service-related outcomes.
   
type journal paper
   
keywords
   
language English
kind of paper journal article
date of appearance 1-3-2007
journal International Journal of Services Technology and Management
publisher Inderscience Enterprises Ltd.
ISSN 1460-6720
ISSN (online) 1741-525X
volume of journal 8
number of issue 2/3
page(s) 123-138
review double-blind review
   
citation Gebauer, H., & Puetz, F. (2007). The impact of service offerings on service-related performance outcomes. International Journal of Services Technology and Management, 8(2/3), 123-138.