The impact of service offerings on service-related performance outcomes
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

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services Technology and Management (IJSTM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com