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dc.contributor.authorGebauer, Heiko
dc.contributor.authorGustafsson, Anders
dc.contributor.authorWitell, Lars
dc.date.accessioned2012-06-20T11:36:49Z
dc.date.available2012-06-20T11:36:49Z
dc.date.issued2011
dc.identifier.issn1873-7978(e-utg)
dc.identifier.urihttp://hdl.handle.net/11250/93504
dc.descriptionThis is the authors’ final, accepted and refereed manuscript to the articleno_NO
dc.description.abstractThis paper examines the relationship among the complexity of customer needs, customer centricity, innovativeness, service differentiation, and business performance within the context of companies that have made a service transition from pure goods providers to service providers. A survey of 332 manufacturing companies provides the basis for the empirical investigation. One key finding is that a strong emphasis on service differentiation can lead to a manufacturing firm’s strategies for customer centricity being less sensitive to increasingly complex customer needs, which can increase a firm’s payoff for customer centricity. In contrast, the payoff from innovativeness appears to be higher if the firm focuses its resources on either product or service innovation; that is, a dual focus does not work well. This paper discusses the implications of these findings for researchers and managersno_NO
dc.language.isoengno_NO
dc.publisherElsevierno_NO
dc.subjectservice infusion in manufacturing companiesno_NO
dc.subjectcustomer centricityno_NO
dc.subjectinnovationno_NO
dc.subjectservice differentiationno_NO
dc.titleCompetitive advantage through service differentiation by manufacturing companiesno_NO
dc.typeJournal articleno_NO
dc.typePeer reviewedno_NO
dc.source.pagenumber1270-1280no_NO
dc.source.volume64no_NO
dc.source.journalJournal of Business Researchno_NO
dc.source.issue12no_NO
dc.identifier.doihttp://dx.doi.org/ 10.1016/j.jbusres.2011.01.015


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