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Match or Mismatch: Strategy-Structure Configuration in the Service Business of Manufacturing Companies
University of St. Gallen, St. Gallen, Switzerland.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.ORCID iD: 0000-0003-2705-0836
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.ORCID iD: 0000-0001-8278-1442
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
2010 (English)In: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 13, no 2, 198-215 p.Article in journal (Refereed) Published
Abstract [en]

A new trend seems to be emerging for multinational manufacturing companies to make a strategic reorientation into becoming service providers. For some companies, such as Kone and IBM, the revenues from services are 50% or more of their total sales. Despite the increasing interest in exploring various aspects of the service part of the business in manufacturing companies, existing research has not focused on the interdependencies between different service strategies and organizational designs. This article studies different service strategies in manufacturing companies and highlights the organizational design necessary for implementing each service strategy. The service strategies explored are aftersales service providers, customer support service providers, outsourcing partners, and development partners. Each service strategy is supported by organizational design factors related to the service orientation of corporate culture, the service orientation of human resource management, and the service orientation of organizational structures. This research concludes that a specific strategy-structure configuration is needed in order to succeed with a chosen service strategy

Place, publisher, year, edition, pages
Sage , 2010. Vol. 13, no 2, 198-215 p.
Keyword [en]
organizational design factors, service strategy, service orientation, manufacturing companies, corporate culture, organizational structure
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-9801DOI: 10.1177/1094670509353933ISI: 000277807300005OAI: oai:DiVA.org:kau-9801DiVA: diva2:493308
Note

A more recent version of this article was published on [05-18-2010]

Available from: 2012-02-08 Created: 2012-02-08 Last updated: 2016-09-28Bibliographically approved

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