The impact of service offerings on service-related performance outcomes

被引：12

作者：

Gebauer, Heiko ^{[1
]}

Puetz, Felix ^{[1
]}

机构：

[1] Univ St Gallen, Inst Technol Management, Dufourstr 40a, CH-9000 St Gallen, Switzerland

来源：

INTERNATIONAL JOURNAL OF SERVICES TECHNOLOGY AND MANAGEMENT | 2007年 / 8卷 / 2-3期

关键词：

breadth of service offerings; BSO; quality of customer relationship; QCR; direct service profitability; DSP; organisational factors;

D O I：

10.1504/IJSTM.2007.012864

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

The Breadth of Service Offerings (BSO) has become imperative for businesses seeking competitive advantage in the machine and equipment industries. Yet it is surprising how little of the literature explores the effect that the BSO has on the Quality of Customer Relationships (QCR) and Direct Service Profitability (DSP). An analysis of a survey indicates that QCR and DSP are positively influenced by the BSO. Furthermore, the findings suggest that typical organisational factors such as the Service orientation of Corporate Strategy, Service orientation of the Entire Organisation, and so on moderate the relationship between BSO and service-related outcomes.

引用

页码：123 / 138

页数：16

共 40 条

[1] Customer satisfaction, productivity, and profitability: Differences between goods and services [J].