Sequence and Dynamics of Service Capability Configurations in Product Firms

Marin Jovanovic, Ivanka Visnjic, Frank Wiengarten

Publikation: Bidrag til bog/antologi/rapportKonferenceabstrakt i proceedingsForskningpeer review

Abstrakt

The purpose of this paper is to explore the process of service capability base development in manufacturing firms. While scholars mostly studied capabilities in isolation we argue that it seems to be important to assess how service capabilities are interrelated as well as how a firm orchestrate their development and deployment. Study cross-compare 10 national subsidiaries of one capital equipment manufacturer to explore the effectiveness of their service capability base development processes. Results suggest that successful organizations opt for a sequential development of three service capability clusters, which we subsequently label the ‘presence’ (first), ‘progress’ (second) and ‘process’ cluster (third). Furthermore, our cases suggest that less successful organizations either fail to fully develop one or more of these capability clusters; they develop them simultaneously or in a different sequence. The understanding of the process may assist the decision makers to prioritize activities and gradually invest in service business.
OriginalsprogEngelsk
TitelProceedings of the Seventy-eighth Annual Meeting of the Academy of Management
RedaktørerGuclu Atinc
Antal sider1
UdgivelsesstedBriar Cliff Manor, NY
ForlagAcademy of Management
Publikationsdato2018
Artikelnummer17242
DOI
StatusUdgivet - 2018
BegivenhedThe Academy of Management Annual Meeting 2018: Improving Lives - Chicago, USA
Varighed: 10 aug. 201814 aug. 2018
Konferencens nummer: 78
http://aom.org/annualmeeting/

Konference

KonferenceThe Academy of Management Annual Meeting 2018
Nummer78
LandUSA
ByChicago
Periode10/08/201814/08/2018
Internetadresse
NavnAcademy of Management Proceedings
ISSN2151-6561

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