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Any way goes: Identifying value constellations for service infusion in SMEs
Linköping University, Department of Management and Engineering, Industrial Marketing and Industrial Economics. Linköping University, The Institute of Technology.ORCID iD: 0000-0002-4081-9737
Linköping University, Department of Management and Engineering, Quality Technology and Management. Linköping University, The Institute of Technology.
Karlstad University, Sweden.
2013 (English)In: Industrial Marketing Management, ISSN 0019-8501, E-ISSN 1873-2062, Vol. 42, no 1, 18-30 p.Article in journal (Refereed) Published
Abstract [en]

Manufacturing firms have always delivered services, by supplying spare parts, installing equipment, training employees, or performing maintenance. In competitive markets though, firms seek new ways to differentiate their business, including an increased focus on service, often referred to as service infusion. Of the studies that seek to understand this phenomenon, most focus on large multinational firms; little is known about service infusion in small and medium-sized enterprises (SMEs). This study adopts an explorative approach to investigate how SMEs construct new value constellations that enable value creation through services. The findings, based on in-depth interviews with key informants from 13 SMEs, suggest that there is no predefined transition process for service infusion in SMEs, which seldom have the resources to build new organizational units or create new specialties. Instead, they differentiate themselves through new value constellations within business networks. The heterogeneity of service offerings and business networks means those value constellations take many forms.

Place, publisher, year, edition, pages
Elsevier, 2013. Vol. 42, no 1, 18-30 p.
Keyword [en]
Service infusion, small- and medium-sized enterprises, value constellation, network, service strategy, service transition
National Category
Business Administration
URN: urn:nbn:se:liu:diva-88753DOI: 10.1016/j.indmarman.2012.11.004ISI: 000315840800004OAI: diva2:606057
Available from: 2013-02-18 Created: 2013-02-18 Last updated: 2014-04-14

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