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Match or Mismatch: Strategy Structure Configurations in the Service Business of Manufacturing Companies
University of St. Gallen, St. Gallen, Switzerland.
Karlstad University, Karlstad.
Karlstad University, Karlstad. (CTF- Service Research Center)
Karlstad University, Karlstad.
2010 (English)In: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 13, no 2, 184-197 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 Publications, 2010. Vol. 13, no 2, 184-197 p.
Keyword [en]
organizational design factors, service strategy, service orientation, manufacturing companies, corporate culture, organizational structure
National Category
Economics and Business
URN: urn:nbn:se:liu:diva-62230DOI: 10.1177/1094670509353933OAI: diva2:371976
Available from: 2010-11-23 Created: 2010-11-23 Last updated: 2012-05-11Bibliographically approved

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Witell, Lars
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