A Framework for Analyzing Customer Service Orientations in Manufacturing
- 1 January 1989
- journal article
- Published by Academy of Management in Academy of Management Review
- Vol. 14 (1) , 75-95
- https://doi.org/10.5465/amr.1989.4279005
Abstract
The proposed framework first clarifies the concept of customer service in a manufacturing context. Then the key strategic choices associated with emphasizing a customer service–oriented strategy are specified. Next, the organizational arrangements necessary to implement these strategic choices are described. Finally, alternative effective configurations of the strategic choices, organizational arrangements, and customer service activities are proposed. Research propositions are presented that focus on the relationship between central contingencies in the strategic management literature and customer service in manufacturing.Keywords
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