... Consumer panels Europe E‐mail surveys were sent to the R&D and marketing managers of European firms selected from an externally purchased database. It was not possible to screen firms in advance to determine which firms had a development organization. Accordingly, managers were asked...

... orientation. We thus derive the following hypothesis: H1. Service infusion in a manufacturing firm depends on the firm's level of strategic service orientation. Some other aspects have received less explicit attention in past research. Europe Customer service management Manufacturing...