Keywords
Citation
Bjurklo, M. (2010), "The role of competence in initiating the transition from products to service", Strategic Direction, Vol. 26 No. 3. https://doi.org/10.1108/sd.2010.05626cad.004
Publisher
:Emerald Group Publishing Limited
Copyright © 2010, Emerald Group Publishing Limited
The role of competence in initiating the transition from products to service
Article Type: Abstracts From: Strategic Direction, Volume 26, Issue 3
Bjurklo M., Edvardsson B., Gebauer H.Managing Service Quality (UK), 2009, Vol. 19 No. 5, Start page: 493, No. of pages: 18
Purpose – Aims to suggest a new competence-based framework for describing and analysing the initiation of the transition of goods-dominant companies to service providers. The paper seeks to illustrate the relevance of the new framework in an empirical study of a knowledge-intensive mechanical engineering company. Design/methodology/approach – A single-case study of the world’s leading maker of tool steel forms the empirical basis for the paper. A study based on a qualitative research methodology, involving inductive inquiry and a field study over six years focusing on “narratives from the field” was conducted.Article type: Research paperISSN: 0960-4529Reference: 38AY138
Keywords: Customer satisfaction, Customer service management, Manufacturing, Supply-chain management, Sweden