Service strategies within the manufacturing sector: benefits, costs and partnership
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- 1 December 2001
- journal article
- research article
- Published by Emerald Publishing in International Journal of Service Industry Management
- Vol. 12 (5) , 451-475
- https://doi.org/10.1108/eum0000000006093
Abstract
This paper develops a typology of service maneuvers achieved by manufacturing companies. This typology is based on two dimensions: service specificity (split into customer service, product services and service as a product) and organizational intensity (tactical, strategic or cultural).The paper reviews the benefits and costs associated with service maneuvers and discusses their interplay with the typology. A collaborative option is proposed as an original strategy for supporting the challenging process of implementing a service maneuver, and the costs of running this option are developed in the light of the typology.Keywords
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