Organizing customer-oriented service business in manufacturing
暂无分享,去创建一个
[1] Uday Kumar,et al. Design and development of product support and maintenance concepts for industrial systems , 2003 .
[2] J. Holmström,et al. Managing the Demand-Supply Chain: Value Innovations for Customer Satisfaction , 2001 .
[3] W. Johnston,et al. An Evaluation of Divergent Perspectives on Customer Relationship Management: Towards a Common Understanding of an Emerging Phenomenon , 2004 .
[4] R. Wise,et al. Go Downstream: The New Profit Imperative in Manufacturing , 1999 .
[5] Stephen W. Brown,et al. Forming Successful Business-to-Business Services in Goods-Dominant Firms , 2005 .
[6] S. Vandermerwe,et al. Servitization of business : Adding value by adding services , 1988 .
[7] P. Kotler. Marketing Management: Analysis, Planning, Implementation and Control , 1972 .
[8] R. Schmenner. Manufacturing, service, and their integration: some history and theory , 2009 .
[9] Chris Fill,et al. The outsourcing dilemma: a composite approach to the make or buy decision , 2000 .
[10] A. Davies,et al. Charting a path toward integrated solutions , 2006 .
[11] L. Araujo,et al. Services, products, and the institutional structure of production , 2006 .
[12] R. Rust,et al. Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services , 1997 .
[13] Valérie Mathieu. Product services: from a service supporting the product to a service supporting the client , 2001 .
[14] Kathleen M. Eisenhardt,et al. Theory Building From Cases: Opportunities And Challenges , 2007 .
[15] Veronica Martinez,et al. Challenges in transforming manufacturing organisations into product‐service providers , 2010 .
[16] C. Lengnick-Hall. Customer Contributions to Quality: A Different View of the Customer-Oriented Firm , 1996 .
[17] Mary Jo Bitner,et al. Service Blueprinting: A Practical Technique for Service Innovation , 2008 .
[18] S. Balasubramanian,et al. Creating Growth With Services , 2004 .
[19] Scott W. Kelley,et al. Customer participation in service production and delivery. , 1990 .
[20] Anselm L. Strauss,et al. Basics of qualitative research : techniques and procedures for developing grounded theory , 1998 .
[21] W. Kim,et al. Creating new market space. , 1999, Harvard business review.
[22] J. Rowley. Reflections on customer knowledge management in e-business , 2002 .
[23] G. L. Shostack. Designing Services That Deliver , 1996 .
[24] R. Yin. Case Study Research: Design and Methods , 1984 .
[25] B. Schneider,et al. A Framework for Analyzing Customer Service Orientations in Manufacturing , 1989 .
[26] A. Neely. Exploring the financial consequences of the servitization of manufacturing , 2008 .
[27] K. Eisenhardt. Building theories from case study research , 1989, STUDI ORGANIZZATIVI.
[28] Heiko Gebauer,et al. Identifying service strategies in product manufacturing companies by exploring environment–strategy configurations , 2008 .
[29] Eric L. Lesser,et al. MANAGING CUSTOMER KNOWLEDGE , 2000 .
[30] Timo Ala-Risku. Installed base information : ensuring customer value and profitability after the sale , 2009 .
[31] J. B. Quinn,et al. Beyond products: services-based strategy. , 1990, Harvard business review.
[32] C. Grönroos. Relationship approach to marketing in service contexts: The marketing and organizational behavior interface , 1990 .
[33] Ajay K. Kohli,et al. Rethinking Customer Solutions: From Product Bundles to Relational Processes , 2007 .
[34] Hanna Nordlund. Constructing customer understanding in front end of innovation , 2009 .
[35] T. Friedli,et al. Behavioral implications of the transition process from products to services , 2005 .
[36] P. Ahmed,et al. From product innovation to solutions innovation: a new paradigm for competitive advantage , 2000 .
[37] Mari Ainasoja,et al. User involvement in service innovations , 2010 .
[38] R. B. Chase,et al. The Service Factory , 1988 .
[39] Jon Sundbo,et al. Modulization of service production and a thesis of convergence between service and manufacturing organizations , 1994 .
[40] Tim Baines,et al. Towards an operations strategy for product-centric servitization , 2009 .
[41] C. Perry,et al. A customer‐oriented new service development process , 2002 .
[42] A. Davies. Moving base into high-value integrated solutions: a value stream approach , 2004 .
[43] G. L. Shostack,et al. How to Design a Service , 1982 .
[44] John Walton,et al. Gaining customer knowledge through analytical CRM , 2005, Ind. Manag. Data Syst..
[45] E. Mahmoodzadeh,et al. A business process outsourcing framework based on business process management and knowledge management , 2009, Bus. Process. Manag. J..
[46] E. Fleisch,et al. Overcoming the Service Paradox in Manufacturing Companies , 2005 .
[47] K. Eisenhardt. Agency Theory: An Assessment and Review , 1989 .
[48] P. Lawrence,et al. Differentiation and Integration in Complex Organizations , 1967 .
[49] Rogelio Oliva,et al. Managing the transition from products to services , 2003, International Journal of Service Industry Management.