... procurement in the spotlight as the central actor responsible for implementing VBHC in the broader service system. However, one of the key challenges for VBHC in public procurement is that, in the public sector, the value concept is often contested (Williams and Smart, 2011). This is because different...

... of the fact that modularity has been closely related to mass‐customization strategies. However, we maintain that it is fruitful to study these concepts separately to identify their self‐contained domain. © Emerald Group Publishing Limited 2011 Customer service management Service systems...

... Industrial services Multinational companies International business Service systems An executive summary for managers and executive readers can be found at the end of this article. The increasing importance of industrial service offerings for the competitiveness of manufacturing companies has...

... of the process nature of services, the fulfillment of promises given through external marketing is dependent on the attitudes and behavior of a large number of part‐time marketers. Moreover, operational systems and physical resources in the service system have to be customer oriented. To increase...