Service strategies within the manufacturing sector: benefits, costs and partnership

被引：348

作者：

Mathieu, V ^{[1
]}

机构：

[1] Univ Aix Marseille, IAE Aix Provence, F-13331 Marseille 3, France

来源：

INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT | 2001年 / 12卷 / 05期

关键词：

customer service; partnering; service; management; strategy;

D O I：

10.1108/EUM0000000006093

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

This paper develops a typology of service maneuvers achieved by manufacturing companies. This typology is based on two dimensions: service specificity (split into customer service, product services and service as a product) and organizational intensity (tactical, strategic or cultural). The paper reviews the benefits and costs associated with service maneuvers and discusses their interplay with the typology A collaborative option is proposed as an original strategy for supporting the challenging process of implementing a service maneuver, and the costs of running this option are developed in the light of the typology.

引用

页码：451 / 475

页数：25

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