The impact of service offerings on service-related performance outcomes Online publication date: Mon, 19-Mar-2007
by Heiko Gebauer, Felix Putz
International Journal of Services Technology and Management (IJSTM), Vol. 8, No. 2/3, 2007
Abstract: The Breadth of Service Offerings (BSO) has become imperative for businesses seeking competitive advantage in the machine and equipment industries. Yet it is surprising how little of the literature explores the effect that the BSO has on the Quality of Customer Relationships (QCR) and Direct Service Profitability (DSP). An analysis of a survey indicates that QCR and DSP are positively influenced by the BSO. Furthermore, the findings suggest that typical organisational factors such as the Service orientation of Corporate Strategy, Service orientation of the Entire Organisation, and so on moderate the relationship between BSO and service-related outcomes.
Online publication date: Mon, 19-Mar-2007
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