Digitala Vetenskapliga Arkivet

Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
The risks of providing services: Differential risk effects of the service-development strategies of customisation, bundling, and range
Stockholm University, Faculty of Social Sciences, Stockholm Business School.ORCID iD: 0000-0002-9912-2424
2011 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 22, no 3, p. 390-408Article in journal (Refereed) Published
Abstract [en]

Purpose - The purpose of this paper is to examine the risks for manufacturing companies of extending their traditional goods offerings by the addition of different kinds of services. Design/methodology/approach - The study develops a conceptual framework of nine propositions (and corresponding diagrammatic representations) of the relationships between: three kinds of risk (operational, strategic, and financial); and three strategies for the provision of added service (customisation, bundling, and broadening the range of offerings). This conceptual framework is examined empirically by qualitative analysis of data gathered in a three-year longitudinal study of managerial representatives from nine multinational manufacturing firms engaged in the addition of services to their traditional goods offerings. Findings - It was found that eight of the nine propositions are fully supported, and one receives equivocal support. In addition, several contextual factors are identified as moderating influences on the relationships between the three categories of service offering and the three classes of risk. Research limitations/implications - The study provides an original conceptual framework and nine research propositions that represent a useful starting point for the development of a formal theory of the risks of providing services. Practical implications - The conceptual framework provides guidance for managers' assessments of the risks accompanying the infusion of added services to the traditional goods offerings of manufacturing companies. Originality/value - The paper provides a novel conceptualisation of service innovation and attendant risk.

Place, publisher, year, edition, pages
2011. Vol. 22, no 3, p. 390-408
Keywords [en]
Services, Solutions, Risk, Customization, Bundling, Industrial marketing
National Category
Business Administration
Identifiers
URN: urn:nbn:se:su:diva-66629DOI: 10.1108/09564231111136881ISI: 000293668500005OAI: oai:DiVA.org:su-66629DiVA, id: diva2:468605
Note

authorCount :4

Available from: 2011-12-21 Created: 2011-12-20 Last updated: 2022-02-24Bibliographically approved

Open Access in DiVA

fulltext(148 kB)583 downloads
File information
File name FULLTEXT01.pdfFile size 148 kBChecksum SHA-512
692349fac017f18e93da9f7b9b8e7aa2d0e9b4aab908ac8e39546c948a487fdb9bd3cc4881b396c15d840e6038e235799d1140bb0c1f3ca795b1ab20ecb5a704
Type fulltextMimetype application/pdf

Other links

Publisher's full text

Search in DiVA

By author/editor
Nordin, Fredrik
By organisation
Stockholm Business School
In the same journal
Journal of Service Management
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 583 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 299 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf