The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
A Framework for Analyzing Customer Service Orientations in Manufacturing
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.
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Citations
Cites
Boundary spanning roles and organization structure
Aldrich, H., & Herker, D. (1977) · The Academy of Management Review · doi:10.2307/257905 · Cited by 1,518
Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation
Mills, P. K., & Morris, J. H. (1986) · The Academy of Management Review · doi:10.2307/258392 · Cited by 735
Cited by
Service research priorities in a rapidly changing context
Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., & Voss, C. A. (2015) · Journal of Service Research · doi:10.1177/1094670515576315 · Cited by 1,469
Self-citationMarket orientation and innovation
Atuahene-Gima, K. (1996) · Journal of Business Research · doi:10.1016/0148-2963(95)00051-8 · Cited by 900
Customer experience challenges: Bringing together digital, physical and social realms
Bolton, R. N., McColl-Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2018) · Journal of Service Management · doi:10.1108/josm-04-2018-0113 · Cited by 849
Servitization and deservitization: Overview, concepts, and definitions
Kowalkowski, C., Gebauer, H., Kamp, B., & Parry, G. (2017) · Industrial Marketing Management · doi:10.1016/j.indmarman.2016.12.007 · Cited by 558
Transformational shifts through digital servitization
Tronvoll, B., Sklyar, A., Sörhammar, D., & Kowalkowski, C. (2020) · Industrial Marketing Management · doi:10.1016/j.indmarman.2020.02.005 · Cited by 413
Metadata
- Authors
- Bowen, D. E., Siehl, C., & Schneider, B.
- Venue
- The Academy of Management Review
- Publisher
- Academy of Management
- Published
- 1989-01
- Volume
- 14
- Issue
- 1
- Pages
- 75
- ISSN
- 0363-7425 (ISSN-L)
- OpenAlex
- W2136634237
- Cited by
- 536
- References
- 2
- FWCI
- 5.96
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
