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Any way goes: Identifying value constellations for service infusion
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School. (SAMOT)ORCID iD: 0000-0002-6589-8662
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.ORCID iD: 0000-0001-8278-1442
2013 (English)In: Industrial Marketing Management, ISSN 0019-8501, E-ISSN 1873-2062, Vol. 42, no 1, p. 18-30Article in journal (Refereed) Published
Abstract [en]

Manufacturing firms have always delivered services, by supplying spare parts, installing equipment, training employees, or performing maintenance. In competitive markets though, firms seek new ways to differentiate their business, including an increased focus on service, often referred to as service infusion. Of the studies that seek to understand this phenomenon, most focus on large multinational firms; little is known about service infusion in small and medium-sized enterprises (SMEs). This study adopts an explorative approach to investigate how SMEs construct new value constellations that enable value creation through services. The findings, based on in-depth interviews with key informants from 13 SMEs, suggest that there is no predefined transition process for service infusion in SMEs, which seldom have the resources to build new organizational units or create new specialties. Instead, they differentiate themselves through new value constellations within business networks. The heterogeneity of service offerings and business networks means those value constellations take many forms.

Place, publisher, year, edition, pages
Elsevier, 2013. Vol. 42, no 1, p. 18-30
Keywords [en]
service infusion, small- and medium-sized enterprises, value constellation, network, service strategy, service translation
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-26915DOI: 10.1016/j.indmarman.2012.11.004ISI: 000315840800004OAI: oai:DiVA.org:kau-26915DiVA, id: diva2:615893
Available from: 2013-04-12 Created: 2013-04-12 Last updated: 2017-12-06Bibliographically approved

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Kowalkowski, ChristianWitell, LarsGustafsson, Anders

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  • apa
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