Title: The impact of service offerings on service-related performance outcomes

Authors: Heiko Gebauer, Felix Putz

Addresses: Institute for Technology Management, University of St. Gallen, Dufourstrasse 40a, 9000 St. Gallen, Switzerland. ' Institute for Technology Management, University of St. Gallen, Dufourstrasse 40a, 9000 St. Gallen, Switzerland

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.

Keywords: breadth of service offerings; BSO; quality of customer relationship; QCR; customer loyalty; competitive advantage; direct service profitability; DSP; organisational factors; corporate strategies; service orientation; machine manufacturing industries; equipment manufacturing industries.

DOI: 10.1504/IJSTM.2007.012864

International Journal of Services Technology and Management, 2007 Vol.8 No.2/3, pp.123 - 138

Published online: 19 Mar 2007 *

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