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Competitive advantage through service differentiation by manufacturing companies
Eawag Swiss Fed Inst Aquat Sci & Technol, Innovat Res Util Sect Cirus, Zurich, Switzerland.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. (Centrum för tjänsteforskning, Service Research Center)ORCID iD: 0000-0001-8278-1442
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.ORCID iD: 0000-0002-6589-8662
2011 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 64, no 12, p. 1270-1280Article in journal (Refereed) Published
Abstract [en]

This paper examines the relationship among the complexity of customer needs, customer centricity, innovativeness, service differentiation, and business performance within the context of companies that have made a service transition from pure goods providers to service providers. A survey of 332 manufacturing companies provides the basis for the empirical investigation. One key finding is that a strong emphasis on service differentiation can lead to a manufacturing firm's strategies for customer centricity being less sensitive to increasingly complex customer needs, which can increase a firm's payoff for customer centricity. In contrast, the payoff from innovativeness appears to be higher if the firm focuses its resources on either product or service innovation; that is, a dual focus does not work well. This paper discusses the implications of these findings for researchers and managers.

Place, publisher, year, edition, pages
2011. Vol. 64, no 12, p. 1270-1280
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-9110DOI: 10.1016/j.jbusres.2011.01.015ISI: 000296927600002OAI: oai:DiVA.org:kau-9110DiVA, id: diva2:474746
Available from: 2012-01-09 Created: 2012-01-09 Last updated: 2017-12-08Bibliographically approved

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Gustafsson, AndersWitell, Lars

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  • apa
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