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