dc.contributor.author | Gebauer, Heiko | |
dc.contributor.author | Gustafsson, Anders | |
dc.contributor.author | Witell, Lars | |
dc.date.accessioned | 2012-06-20T11:36:49Z | |
dc.date.available | 2012-06-20T11:36:49Z | |
dc.date.issued | 2011 | |
dc.identifier.issn | 1873-7978 | |
dc.identifier.uri | http://hdl.handle.net/11250/93504 | |
dc.description | This is the authors’ final, accepted and refereed manuscript to the article | no_NO |
dc.description.abstract | This 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 managers | no_NO |
dc.language.iso | eng | no_NO |
dc.publisher | Elsevier | no_NO |
dc.subject | service infusion in manufacturing companies | no_NO |
dc.subject | customer centricity | no_NO |
dc.subject | innovation | no_NO |
dc.subject | service differentiation | no_NO |
dc.title | Competitive advantage through service differentiation by manufacturing companies | no_NO |
dc.type | Journal article | no_NO |
dc.type | Peer reviewed | no_NO |
dc.source.pagenumber | 1270-1280 | no_NO |
dc.source.volume | 64 | no_NO |
dc.source.journal | Journal of Business Research | no_NO |
dc.source.issue | 12 | no_NO |
dc.identifier.doi | 10.1016/j.jbusres.2011.01.015 | |