Any way goes: Identifying value constellations for service infusion in SMEs

Christian Kowalkowski, Lars Witell, Anders Gustafsson

Forskningsoutput: TidskriftsbidragArtikelVetenskapligPeer review

129 Citeringar (Scopus)

Sammanfattning

Manufacturing firms have always delivered services, by supplying spare parts, installing equipment, training employees, or performing maintenance. In competitive markets though, firms seek new ways to differentiate their business, including an increased focus on service, often referred to as service infusion. Of the studies that seek to understand this phenomenon, most focus on large multinational firms; little is known about service infusion in small and medium-sized enterprises (SMEs). This study adopts an explorative approach to investigate how SMEs construct new value constellations that enable value creation through services. The findings, based on in-depth interviews with key informants from 13 SMEs, suggest that there is no predefined transition process for service infusion in SMEs, which seldom have the resources to build new organizational units or create new specialties. Instead, they differentiate themselves through new value constellations within business networks. The heterogeneity of service offerings and business networks means those value constellations take many forms.
OriginalspråkEngelska
Referentgranskad vetenskaplig tidskriftIndustrial Marketing Management
Volym42
Nummer1
Sidor (från-till)18-30
Antal sidor13
ISSN0019-8501
DOI
StatusPublicerad - 2013
MoE-publikationstypA1 Originalartikel i en vetenskaplig tidskrift

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