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| Author: | Bowen, D. E. Siehl, C. Schneider, B. |
| Title: | A framework for analyzing customer service orientations in manufacturing. |
| Journal: | Academy of Management Review
1989 : JAN, VOL. 14:1, p. 75-95 |
| Index terms: | SERVICE MANUFACTURING STRATEGIC MANAGEMENT |
| Language: | eng |
| Abstract: | The proposed framework clarifies the concept of customer service in manufacturing context. The key strategic choices associated with a customer service-oriented strategy are specified. The organizational arrangements necessary to implement these strategic choices are described. Alternative effective configurations of the strategic choices, organizational arrangements, and customer service activities are proposed. Research propositions are presented that focus on the relationships between central contingencies in the strategic management literature and customer service in manufacturing. |
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