Organizational antecedents to and consequences of service business orientations in manufacturing companies

Antioco, Michael, Moenaert, Rudy K., Lindgreen, Adam ORCID: https://orcid.org/0000-0001-7881-7350 and Wetzels, Martin G. M. 2008. Organizational antecedents to and consequences of service business orientations in manufacturing companies. Journal of the Academy of Marketing Science 36 (3) , pp. 337-358. 10.1007/s11747-008-0085-1

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Abstract

Although various manufacturing companies have developed into total solution providers, no research addresses their service orientations. Building on the literature on organizational service climate, this study explores the organizational parameters and service business orientations that explain relative product sales and service volume of manufacturing companies. Following an exploratory study involving in-depth interviews, the authors conducted an empirical survey of 137 companies in The Netherlands, Belgium, and Denmark. The study assesses the effects of organizational parameters on the implementation of service business orientations and validates the important distinction between services in support of the client’s actions (SSC) and services in the support of the product (SSP). The findings demonstrate that services in support of the client’s action leverage relative product sales, while services in support of the product generate service volume. In addition to the main effects, the moderating effects of the organizational parameters are discussed.

Item Type:	Article
Date Type:	Publication
Status:	Published
Schools:	Business (Including Economics)
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Uncontrolled Keywords:	Service business orientations; Service volume; Product sales; Manufacturing companies
Publisher:	Springer
ISSN:	0092-0703
Date of First Compliant Deposit:	30 March 2016
Last Modified:	02 May 2023 14:38
URI:	https://orca.cardiff.ac.uk/id/eprint/19710

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