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

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
   
type journal paper
   
keywords
   
language English
kind of paper journal article
date of appearance 18-1-2010
journal Journal of Service Management
publisher Emerald (Bingley UK)
ISSN 1757-5818
ISSN (online) 1757-5826
DOI 10.1108/09564231011025137
volume of journal 21
number of issue 1
page(s) 103-129
review double-blind review
   
citation Gebauer, H., Fischer, T., & Fleisch, E. (2010). Exploring the interrelationship among patterns of service strategy changes and organizational design elements. Journal of Service Management, 21(1), 103-129, DOI:10.1108/09564231011025137.