Åpne denne publikasjonen i ny fane eller vindu >>2011 (engelsk)Inngår i: Journal of business & industrial marketing, ISSN 0885-8624, E-ISSN 2052-1189, Vol. 26, nr 3, s. 181-192Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]
Purpose – Despite the increased focus on industrial services in manufacturing companies, little research to date has focused on understanding the roles of local and central organizations in global service management. In order to address this research gap, the paper investigates how industrial service offerings are developed and managed in multinational manufacturing companies.
Design/methodology/approach – A qualitative case study with respondents from two internationally leading manufacturers was conducted. Eight industrial service offerings with different characteristics serve as units of analysis.
Findings – A broad portfolio of industrial service offerings implies having a very wide range of skill sets, including both global efficiency and local responsiveness. With specialized and extensive offerings, it becomes more important to have a high level of central-local and product-service integration and to internalize service provision. Furthermore, with global customers, the central service organization needs to assume a more prominent role, initiating both an organizational exploitation of current service capabilities and the exploration of new ones.
Research limitations/implications – The main focus was on service offerings performed by high-volume manufacturing companies operating primarily in developed markets.
Originality/value – Previous studies of industrial service management in manufacturing companies have not explicitly considered the roles of central and local organizations. Thus, the authors were able to complement the existing theory. The paper promotes a deeper understanding of the complexity of managing service offerings on a global basis.
Emneord
Industrial service offerings, Multinational companies, International business, Service systems
HSV kategori
Identifikatorer
urn:nbn:se:liu:diva-12461 (URN)10.1108/08858621111115903 (DOI)000290647000005 ()
Merknad
Original Publication: Christian Kowalkowski, Daniel Kindström and Per-Olof Brehmer, Managing industrial service offerings in global business markets, 2011, Journal of Business & Industrial Marketing, (26), 3, 181-192. http://dx.doi.org/10.1108/08858621111115903 Copyright: Emerald Group Publishing Limited http://www.emeraldinsight.com/
2008-09-052008-09-052020-06-09