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ICT as a catalyst for service business orientation
Linköping University, Department of Management and Engineering, Industrial Marketing and Industrial Economics. Linköping University, The Institute of Technology. Hanken School of Economics.ORCID iD: 0000-0002-4081-9737
Linköping University, Department of Management and Engineering, Industrial Marketing and Industrial Economics. Linköping University, The Institute of Technology.
Eawag: Swiss Federal Institute of Aquatic Science and Technology, Switzerland.
2013 (English)In: The journal of business & industrial marketing, ISSN 0885-8624, E-ISSN 2052-1189, Vol. 28, no 6, 506-513 p.Article in journal (Refereed) Published
Abstract [en]

Purpose - Information and communication technology (ICT) is a key enabler for new product- and process-oriented services. The purpose of this paper is to investigate how ICT can enable service differentiation and, in doing so, act as a catalyst for a service business orientation.Design/methodology/approach - The paper is based on a qualitative, multi-case research design with eight multinational goods manufacturers.Findings - The paper identifies two distinct types of service-oriented differentiation: services in support of the product (SSP) and services in support of the client's actions (SSC). The study finds that SSC have the largest positive impact on firms' service business orientation.Research limitations/implications - Western firms in a limited sample of industries are studied. Furthermore, the service business orientation construct does not include any measurements of service profitability or impact on overall competitive advantage.Practical implications - To various extents, successful firms are likely to pursue both SSP and SSC differentiation traits through ICT. The two options are interdependent and the framework presented helps managers to understand both key specificities and their interrelatedness.Originality/value - The study contributes to theory on service strategies by specifically focusing on the enabling role of ICT for new services and its effects on each of the three dimensions of the service business orientation construct.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2013. Vol. 28, no 6, 506-513 p.
Keyword [en]
Communication technologies, Differentiation, Industrial services, Information technology, Management strategy, Service business orientation, Service orientation, Servitization
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-95806DOI: 10.1108/JBIM-04-2013-0096ISI: 000323458100006OAI: oai:DiVA.org:liu-95806DiVA: diva2:638009
Available from: 2013-07-24 Created: 2013-07-24 Last updated: 2017-12-06Bibliographically approved

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