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Global approaches to the service business in manufacturing companies

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abstract The article investigates how product manufacturing firms can configure their global service approach. A qualitative, multi-case research design was employed The following four global service approaches could be identified: (1) integrated and ethnocentric global service approach, (2) integrated and polycentric global service approach, (3) separated and polycentric global service approach, and (4) separated and geocentric global service approach.
The research findings are limited because of using a qualitative research approach. Exploring global forms and supply chain configurations for services supports efforts of manufacturing firms to develop new service-based and relationship-based value propositions.The study contributes to the discussion on integrating versus separating the service organization. It offers a complementary explanation for integrating and separating the service business by using the differentiation into central and local (market) organizations.
   
type journal paper
   
keywords Service management, globalization, organizational structure, human resource management
   
project Internationalisierungskonzepte für industrielle Dienstleistungen
language English
kind of paper journal article
date of appearance 4-7-2011
journal Journal of Business & Industrial Marketing
publisher Emerald (Bradford UK)
ISSN 0885-8624
ISSN (online) 0885-8624
DOI 10.1108/08858621111162271
volume of journal 26
number of issue 7
page(s) 472-483
review double-blind review
   
citation Gebauer, H. (2011). Global approaches to the service business in manufacturing companies. Journal of Business & Industrial Marketing, 26(7), 472-483, DOI:10.1108/08858621111162271.