This paper focuses on how Small and Medium Enterprises SMEs approach the transition from product manufacturing towards service provision. Four distinct service approaches are explored: (A) suppliers with few customers and direct customer access, (B) suppliers with many customers and selling through distributors, (C) OEMs with few customers and direct customer access and (D) OEMs with many customers and selling through distributors. These four approaches are distinct according to the service strategy formation and implementation. The key issues regarding service strategy formation and organizational design elements for service strategy implementation extend the current theory rather than replicate existing concepts of service infusion in manufacturing.

Service infusion in manufacturing: the case of small and medium enterprises

PAIOLA, MARCO UGO;
2009

Abstract

This paper focuses on how Small and Medium Enterprises SMEs approach the transition from product manufacturing towards service provision. Four distinct service approaches are explored: (A) suppliers with few customers and direct customer access, (B) suppliers with many customers and selling through distributors, (C) OEMs with few customers and direct customer access and (D) OEMs with many customers and selling through distributors. These four approaches are distinct according to the service strategy formation and implementation. The key issues regarding service strategy formation and organizational design elements for service strategy implementation extend the current theory rather than replicate existing concepts of service infusion in manufacturing.
2009
QUIS 11: Moving Forward with Service Quality
9783000273421
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11577/2489459
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