nach oben

Journal of the Academy of Marketing Science

Erschienen in:

01.09.2008 | Original Empirical Research

Organizational antecedents to and consequences of service business orientations in manufacturing companies

verfasst von: Michael Antioco, Rudy K. Moenaert, Adam Lindgreen, Martin G. M. Wetzels

Erschienen in: Journal of the Academy of Marketing Science | Ausgabe 3/2008

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

Although various manufacturing companies have developed into total solution providers, no research addresses their service orientations. Building on the literature on organizational service climate, this study explores the organizational parameters and service business orientations that explain relative product sales and service volume of manufacturing companies. Following an exploratory study involving in-depth interviews, the authors conducted an empirical survey of 137 companies in The Netherlands, Belgium, and Denmark. The study assesses the effects of organizational parameters on the implementation of service business orientations and validates the important distinction between services in support of the client’s actions (SSC) and services in the support of the product (SSP). The findings demonstrate that services in support of the client’s action leverage relative product sales, while services in support of the product generate service volume. In addition to the main effects, the moderating effects of the organizational parameters are discussed.

Vorheriger Artikel Influence of customer participation on creating and sharing of new product value

Nächster Artikel The dual role of price: decomposing consumers’ reactions to price

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Nur mit Berechtigung zugänglich

We note that in-depth-interviews with managers have previously been carried out in order to identify organizational parameters affecting service quality (Zeithaml et al. 1988).

We test (and confirm) that manufacturers in our sample are experiencing increasing demand for services.

We test (and confirm) that manufacturers are confronting increasing offers of services by competitors.

To confirm H1b, we conducted a power test for the F-test and relate the R ² of the endogenous constructs predicting relative product sales. Given the effect size (f ² = 0.29; R ² = 0.22) for our predictors of relative product sales, a significance level (α) of 0.05 and a desired power (1 – β) of 0.80, the sample size should be of approximately 57 (Green 1991). This figure is well within the bounds of the sample size we obtained.

Achrol, R. S. (1997). Changes in the theory of interorganizational relations in marketing: Toward a network paradigm. Journal of the Academy of Marketing Science, 25, 56–71.CrossRef

Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58, 53–66.CrossRef

Anderson, J. C., Narus, J. A., & van Rossum, W. (2006). Customer value propositions in business markets. Harvard Business Review, 84, 90–99.

Andrews, T. L., & Rogelberg, S. G. (2001). A new look at service climate: Its relationship with owner service values in small business. Journal of Business and Psychology, 16, 119–131.CrossRef

Arabe, K. C. (2004). Spending on services robust: Industrial market trends. ThomasNet Industrial News Room, November, 1–3.

Armstrong, J. S., & Overton, T. S. (1977). Estimating non-response bias in mail surveys. Journal of Marketing Research, 14, 396–402.CrossRef

Atuahene-Gima, K., & Evangelista, F. (2000). Cross-functional influence in new product development: An exploratory study of marketing and R&D perspectives. Management Science, 46, 1269–1284.CrossRef

Bowen, D. E., & Schneider, B. (1988). Services marketing and management implications for organizational Behavior. In B. M. Staw & L. L. Cummings (Eds.), Research in organizational behavior. Greenwich, CT: JAI.

Bowen, D. E., Siehl, C., & Schneider, B. (1989). A framework for analyzing customer orientations in manufacturing. Academy of Management Review, 14, 75–95.CrossRef

Brislin, R. W. (1980). Translation and content analysis of oral and written materials. In H. C. Trandis & J. W. Berry (Eds.), Handbook of cross-cultural psychology. Boston, MA: Allyn and Bacon.

Cespedes, F. V. (1994). Industrial marketing management: New requirements. Sloan Management Review, 35(3), 45–60.

Chin, W. (1998). The partial least squares approach to structural equation modeling. In G. A. Marcoulides (Ed.), Modern business research methods. Mahwah, NJ: Erlbaum.

Chin, W. (2001). PLS-graph user’s guide version 3.0. Houston, TX: C.T. Bauer College of Business, University of Houston.

Chin, W. W., Marcolin, B. K., & Newsted, P. R. (2003). A partial least squares latent variable approach for measuring interaction effects: Results from a monte carlo simulation study and an electronic-mail emotion/adoption study. Information Systems Research, 14(2), 189–217.CrossRef

Cohen, J. (1988). Statistical power analysis for the behavioral sciences. Hillsdale, NJ: Erlbaum.

Cook, K. S., & Whitmeyer, J. M. (1992). Two approaches to social structure: Exchange theory and network analysis. Annual Review of Sociology, 18, 109–127.CrossRef

Dietz, J., Pugh, D., & Wiley, J. W. (2004). Service climate effects on customer attitudes: An examination of boundary conditions. Academy of Management Journal, 47, 81–92.CrossRef

Federal Reserve (2002). Industrial production and capacity utilization: Table 1a. Washington DC: Federal Reserve Statistical Release.

Fontenot, R. J., & Wilson, E. J. (1997). Relational exchanges: A review of selected models for a prediction matrix of relationship activities. Journal of Business Research, 39, 5–12.CrossRef

Fornell, C., & Bookstein, F. L. (1982). Two structural equation models: LISREL and PLS applied to consumer exit-voice theory. Journal of Marketing Research, 19, 440–453.CrossRef

Fornell, C., Bookstein, F. L., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39–50.CrossRef

Fottler, M. D. (1977). Management commitment and manpower program success. Californian Management Review, 19, 71–78.

Froehle, C. M. (2006). Service personnel, technology, and their interaction in influencing customer satisfaction. Decision Sciences, 37, 5–38.CrossRef

Froehle, C. M., Roth, A. V., Chase, R. B., & Voss, C. A. (2000). Antecedents of new service development effectiveness: An exploratory examination of strategic operations choices. Journal of Service Research, 3, 3–17.CrossRef

Goffin, K. (1998). Customer support and new product development—an exploratory study. Journal of Product Innovation Management, 15, 42–56.CrossRef

Goldstein, S. M., Johnson, R., Duffy, J., & Rao, J. (2002). The service concept: The missing link in service design research. Journal of Operations Management, 20, 121–134.CrossRef

Green, S. B. (1991). How many subjects does it take to do a regression analysis. Multivariate Behavioral Research, 26(3), 499–510.CrossRef

Grönroos, C. (1998). Marketing services: The case of a missing product. Journal of Business and Industrial Marketing, 13(4/5), 322–338.CrossRef

Hofer, C. W. (1975). Toward a contingency theory of business strategy. Academy of Management Journal, 18, 784–810.CrossRef

Homburg, C., Hoyer, W. D., & Fassnacht, M. (2002). Service orientation of a retailer’s business strategy: Dimensions, antecedents, and performance outcomes. Journal of Marketing, 66, 86–101.CrossRef

Huber, G. (1982). Organizational information systems: Determinants of their performance and behavior. Management Science, 28, 138–155.

Hulland, J. (1999). Use of partial least squares (PLS) in strategic management research: A review of four recent studies. Strategic Management Journal, 20, 195–204.CrossRef

Hultink, E.-J., & Atuahene-Gima, K. (2000). The effect of sales force adoption on new product selling performance. Journal of Product Innovation Management, 17, 435–450.CrossRef

Icek, A., & Fishbein, M. (1989). Attitude structure and behavior. In A. R. Pratkanis, S. J. Breckler, & A. G. Greenwald (Eds.), Attitude structure and function. Hillsdale, NJ: Erlbaum.

Jelinek, M., & Goldhar, J. D. (1983). The interface between strategy and manufacturing technology. Colombia Journal of World Business, 18, 26–36.

Johnson, J. W. (1996). Linking employee perceptions of service climate to customer satisfaction. Personnel Psychology, 49, 831–851.CrossRef

Kahn, K. B. (1996). Interdepartmental integration: A definition with implications for product development performance. Journal of Product Innovation Management, 13, 137–151.CrossRef

Kaplan, S. L. (2005). Total rewards in action: Developing a total rewards strategy. Benefits and Compensation Digest, August, 32–37.

Kelley, S. W. (1992). Developing customer orientation among service employees. Journal of the Academy of Marketing Science, 20, 27–36.CrossRef

Kleindorfer, P. R., & Wu, D. J. (2003). Integrating long- and short-term contracting via business-to-business exchanges for capital-intensive industries. Management Science, 49, 1597–1615.CrossRef

Kumar, N. (2004). Marketing as strategy. Boston: Harvard Business School Press.

Levin, D. Z. (2000). Organizational learning and the transfer of knowledge: An investigation of quality improvement. Organization Science, 11, 630–647.CrossRef

Li, T. (1999). The impact of the marketing-R&D interface on new product export performance: A contingency analysis. Journal of International Marketing, 7(1), 10–33.

Li, T., & Calantone, R. J. (1998). The impact of market knowledge competence on new product advantage: Conceptualization and empirical examination. Journal of Marketing, 62, 13–29.CrossRef

Lievens, A., & Moenaert, R. K. (2000). New service teams as information-processing systems: Reducing innovative uncertainty. Journal of Service Research, 3, 46–66.CrossRef

Lindell, M. K., & Brandt, C. J. (2000). Climate quality and climate consensus as mediators of the relationship between organizational antecedents and outcomes. Journal of Applied Psychology, 85, 331–348.CrossRef

Lindell, M. K., & Whitney, D. J. (2001). Accounting for common method variance in cross-sectional research designs. Journal of Applied Psychology, 86, 114–121.CrossRef

Lines, R., Selart, M., Espedal, B., & Johansen, S. T. (2005). The production of trust during organizational change. Journal of Change Management, 5, 221–245.CrossRef

Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. In C. H. Lovelock (Ed.), Managing services: Marketing, operations, and human resources (2nd ed.). New Jersey: Prentice-Hall.

Lovelock, C. H. (1991). Developing frameworks for understanding service marketing. In C. H. Lovelock (Ed.), Services marketing. New Jersey: Prentice-Hall.

Lukas, B. A., & Ferrell, O. C. (2000). The effect of market orientation on product innovation. Journal of the Academy of Marketing Science, 28, 239–247.CrossRef

Lytle, R. S., Hom, P. W., & Mokwa, M. P. (1998). SERV*OR: A managerial measure of organizational service-orientation. Journal of Retailing, 74, 455–489.CrossRef

Madrid, C. (2003). The importance of service for manufacturers: Conclusions of an empirical study. Service Industries Journal, 23(1), 167–194.CrossRef

Martocchio, J. J., & Judge, T. A. (1997). Relationship between consciousness and learning in employee training: Mediating influences of self-deception and self-efficacy. Journal of Applied Psychology, 82, 764–773.CrossRef

Mathieu, V. (2001). Service strategies within the manufacturing sector: Benefits, costs and partnerships. International Journal of Service Industry Management, 12(5), 451–475.CrossRef

Matthyssens, P., & Vandenbempt, K. (1998). Creating competitive advantage in industrial service. Journal of Business & Industrial Marketing, 13(4/5), 339–355.CrossRef

McDonough, F. A., & Buckholtz, T. J. (1992). Providing better service to citizens with information tech. Journal of Systems Management, 43, 32–37.

Menon, A., Jaworski, B. J., & Kohli, A. K. (1997). Product quality: Impact of interdepartmental interactions. Journal of the Academy of Marketing Science, 25, 187–200.CrossRef

Milligan, A., & Smith, S. (2002). Uncommon practice. London: Pearson.

Mills, P. K., & Moberg, D. J. (1982). Perspectives on technology of service operations. Academy of Management Review, 7, 467–478.CrossRef

Millson, M. R., & Wilemon, D. (2002). The impact of organizational integration and product development proficiency on market success. Industrial Marketing Management, 31, 1–23.CrossRef

Moenaert, R. K., & Souder, W. E. (1996). Context and antecedents of information utility at the R&D/marketing interface. Management Science, 42, 1592–1610.CrossRef

Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 55, 20–39.CrossRef

Nambisan, S. (2001). Why service businesses are not product businesses. Sloan Management Review, 42(4), 72–79.

Narver, J. C., & Slater, S. F. (1990). The effect of a market orientation on business profitability. Journal of Marketing, 54, 20–35.CrossRef

Nonaka, I., & Teece, D. J. (2001). Managing industrial knowledge, creation, transfer, and utilization. Thousand Oaks, CA: Sage.

Nunally, J. C., & Bernstein, I. H. (1994). Psychometric theory. New York: McGraw-Hill.

Oliva, R., & Kallenberg, R. (2003). Managing the transition from products to services. International Journal of Service Industry Management, 14(2), 160–180.CrossRef

Pae, J. H., Kim, N., Han, J. K., & Yip, L. (2002). Managing intraorganizational diffusion of innovations: Impact of buying center dynamics and environments. Industrial Marketing Management, 31, 719–726.CrossRef

Parasuraman, A. (1998). Customer-service in business-to-business markets: An agenda for research. Journal of Business and Industrial Marketing, 13(4/5), 309–321.CrossRef

Patterson, P. G., Johnson, L. W., & Spreng, R. A. (1997). Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of the Academy of Marketing Science, 25, 4–17.CrossRef

Pearson, G. (1990). Strategic thinking. Englewood Cliffs, NJ: Prentice-Hall.

Peterson, R. (2000). A meta-analysis of variance accounted for and factor loadings in exploratory factor analysis. Marketing Letters, 11, 261–275.CrossRef

Pine, B. J., II (1993). Mass customization: The new frontier in business competition. Boston, MA: Harvard Business School Press.

Prahalad, C. K., & Hamel, G. (1990). The core competences of the corporation. Harvard Business Review, 68, 79–91.

Samson, D., & Terziovski, M. (1999). The relationship between total quality management practices and operational performance. Journal of Operations Management, 17, 393–409.CrossRef

Schneider, B., Wheeler, J. K., & Cox, J. F. (1992). A passion for service: Using content analysis to explicate. Journal of Applied Psychology, 77, 705–716.CrossRef

Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Test of a causal model. Journal of Applied Psychology, 83, 150–163.CrossRef

Sethi, R., Smith, D. C., & Park, C. W. (2001). Cross-functional product development teams, creativity, and the innovativeness of new consumer products. Journal of Marketing Research, 38, 73–85.CrossRef

Settoon, R. P., Bennett, N., & Liden, R. C. (1996). Social exchange in organizations: Perceived organizational support, leader-member exchange and employee reciprocity. Journal of Applied Psychology, 81, 219–226.CrossRef

Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66, 15–36.CrossRef

Sirmon, D., & Lane, P. J. (2004). A model of cultural differences and international alliance performance. Journal of International Business Studies, 35, 306–319.CrossRef

Song, X. M., Montoya-Weiss, M. M., & Schmidt, J. B. (1997). Antecedents and consequences of cross-functional cooperation: A comparison of R&D, manufacturing and marketing perspectives. Journal of Product Innovation Management, 14, 35–47.CrossRef

Souder, W. E., & Jenssen, S. A. (1999). Management practices influencing new product success and failure in the United States and Scandinavia: A cross-cultural comparative study. Journal of Product Innovation Management, 16, 183–203.CrossRef

Srivastava, R., Fahey, K. L., & Christensen, H. K. (2001). The resource-based view and marketing: The role of market-based assets in gaining competitive advantage. Journal of Management, 27(6), 777–802.CrossRef

Stonich, P. J. (1981). Using rewards in implementing strategy. Strategic Management Journal, 2, 345–352.CrossRef

Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. S. (2001). A conceptual model for total quality management in service organizations. Total Quality Management, 12, 343–363.CrossRef

Tenenhaus, M., Vinzi, V. E., Chatelin, Y.-M., & Lauro, C. (2005). PLS path modeling. Computational Statistics and Data Analysis, 48(1), 159–205.CrossRef

Vandenbosch, M. B., & Weinberg, C. B. (1994). Setting the strategic direction in a product-service firm. Journal of Business Research, 31, 117–132.CrossRef

Varadarajan, P. R. (1985). A two-factor classification of competitive strategy variables. Strategic Management Journal, 6, 357–375.CrossRef

Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1–17.CrossRef

Varsakelis, N. C. (2001). The impact of patent protection, economy openness and national culture on R&D investment: A cross-country empirical investigation. Research Policy, 30, 1059–1068.CrossRef

Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field Studies. Management Science, 46, 186–204.CrossRef

Voss, C. A., Roth, A. V., Rosenzweig, E. D., Blackmon, K., & Chase, R. B. (2004). A tale of two countries’ conservatism, service quality, and feedback on customer satisfaction. Journal of Service Research, 6, 212–231.CrossRef

Walker, O. C., Boyd, H. W., & Larréché, J.-C. (1999). Marketing strategy: Planning and implementation (3rd ed.). New York: McGraw-Hill.

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communcation and control processes in the delivery of service quality. Journal of Marketing, 52, 35–48.CrossRef

Zeithaml, V. A., & Bitner, M. J. (2000). Service marketing: Integrating customer focus across the firm. New York: McGraw-Hill.

Titel: Organizational antecedents to and consequences of service business orientations in manufacturing companies
verfasst von: Michael Antioco
Rudy K. Moenaert
Adam Lindgreen
Martin G. M. Wetzels
Publikationsdatum: 01.09.2008
Verlag: Springer US
Erschienen in: Journal of the Academy of Marketing Science / Ausgabe 3/2008
Print ISSN: 0092-0703
Elektronische ISSN: 1552-7824
DOI: https://doi.org/10.1007/s11747-008-0085-1

Springer Professional

Abstract

Bitte loggen Sie sich ein, um Zugang zu Ihrer Lizenz zu erhalten.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Wirtschaft"

Weitere Artikel der Ausgabe 3/2008

The effects of exposure-order and market entry-information on brand preference: a dual process model

The dual role of price: decomposing consumers’ reactions to price

Marketing and the Law

First-mover advantage in an Internet-enabled market environment: conceptual framework and propositions

Influence of customer participation on creating and sharing of new product value

Choosing options for products: the effects of mixed bundling on consumers’ inferences and choices