Table A1 Operationalizations Construct...

Table A1

Operationalizations

Construct	CR	AVE	Item	Loading	Adapted from
Service profitability	0.785	0.647	The services we offer are profitable	0.831	Oliva et al. (2012)
			A large fraction of our total profit is generated by our service business	0.781
Non-financial service success	0.835	0.562	Services enable my company to sell new products to existing customers	0.712	Raddats et al. (2015)
			Services enable my company to win business with new customers	0.779
			Services help my company to retain existing customers	0.788
			My company’s services enhance the performance of our product	0.707
Perceived complexity of customer needs	0.801	0.570	The needs of our customers change considerably over time	0.683	Gebauer et al. (2011)
			Our customers tend to look for new offerings all the time	0.817
			New customers tend to have needs that are different from those of our existing customers	0.771
Perceived customer opportunistic behavior	0.841	0.647	In working with us, our customers often alter facts in order to meet their own goals and objectives	0.731	Palmatier et al. (2007)
			In working with us, our customers often promise to do things without actually doing them later	0.847
			In working with us, our customers don’t negotiate from a good faith bargaining perspective	0.822
Perceived customer integrativety	0.804	0.507	Our customers are willing to share with us all the relevant information we need to provide a high-quality service	0.737	Own items, formulation based on Tuli et al. (2007), Helander and Möller (2008)
			Our customers have sufficient knowledge and resources to facilitate mutual value creation	0.718
			Our customers have a high understanding of our business	0.709
			Our customers are willing to adapt their internal processes to facilitate mutual value creation	0.688
Provider’s specific investments	0.823	0.611	We have invested significant resources in providing ongoing training for our customers	0.759	Palmatier et al. (2007)
			We have invested significant resources in providing customized support for our customers	0.822
			We have invested significant resources in improving personal relations between us and our customers	0.764
Business orientation toward SSP	NA (index)		How actively do you offer the following services? (0 = not offered, 5 offered very actively) Product documentation	NA	Antioco et al. (2008)
			Product transportation/delivery
			Product installation
			Help desk/call center/customer service hotline
			Product inspection/diagnosis
			Product repair and spare parts delivery
			Product upgrades
			Product refurbishing
			Product recycling and dismantling/machine brokering
			Preventive maintenance
			Condition monitoring
			Process-oriented engineering (testing, optimizing and simulating)
Business orientation toward SSC	NA (index)		How actively do you offer the following services? (0 = not offered, 5 offered very actively)	NA	Antioco et al. (2008)
			Financing services/Leasing
			Management of spare parts
			Process-oriented training (quality-driven including technology
			Business oriented training (financially driven/management training
			Process oriented consulting (quality-driven including technology
			Business oriented consulting (financially driven/management consulting)
			Managing the customer’s maintenance function
			Research and Development services for customers
			Fully managing customer’s product-related operations (complete outsourcing and ownership of product by vendor)

Construct	CR	AVE	Item	Loading	Adapted from
Service profitability	0.785	0.647	The services we offer are profitable	0.831	Oliva et al. (2012)
			A large fraction of our total profit is generated by our service business	0.781
Non-financial service success	0.835	0.562	Services enable my company to sell new products to existing customers	0.712	Raddats et al. (2015)
			Services enable my company to win business with new customers	0.779
			Services help my company to retain existing customers	0.788
			My company’s services enhance the performance of our product	0.707
Perceived complexity of customer needs	0.801	0.570	The needs of our customers change considerably over time	0.683	Gebauer et al. (2011)
			Our customers tend to look for new offerings all the time	0.817
			New customers tend to have needs that are different from those of our existing customers	0.771
Perceived customer opportunistic behavior	0.841	0.647	In working with us, our customers often alter facts in order to meet their own goals and objectives	0.731	Palmatier et al. (2007)
			In working with us, our customers often promise to do things without actually doing them later	0.847
			In working with us, our customers don’t negotiate from a good faith bargaining perspective	0.822
Perceived customer integrativety	0.804	0.507	Our customers are willing to share with us all the relevant information we need to provide a high-quality service	0.737	Own items, formulation based on Tuli et al. (2007), Helander and Möller (2008)
			Our customers have sufficient knowledge and resources to facilitate mutual value creation	0.718
			Our customers have a high understanding of our business	0.709
			Our customers are willing to adapt their internal processes to facilitate mutual value creation	0.688
Provider’s specific investments	0.823	0.611	We have invested significant resources in providing ongoing training for our customers	0.759	Palmatier et al. (2007)
			We have invested significant resources in providing customized support for our customers	0.822
			We have invested significant resources in improving personal relations between us and our customers	0.764
Business orientation toward SSP	NA (index)		How actively do you offer the following services? (0 = not offered, 5 offered very actively)Product documentation	NA	Antioco et al. (2008)
			Product transportation/delivery
			Product installation
			Help desk/call center/customer service hotline
			Product inspection/diagnosis
			Product repair and spare parts delivery
			Product upgrades
			Product refurbishing
			Product recycling and dismantling/machine brokering
			Preventive maintenance
			Condition monitoring
			Process-oriented engineering (testing, optimizing and simulating)
Business orientation toward SSC	NA (index)		How actively do you offer the following services? (0 = not offered, 5 offered very actively)	NA	Antioco et al. (2008)
			Financing services/Leasing
			Management of spare parts
			Process-oriented training (quality-driven including technology
			Business oriented training (financially driven/management training
			Process oriented consulting (quality-driven including technology
			Business oriented consulting (financially driven/management consulting)
			Managing the customer’s maintenance function
			Research and Development services for customers
			Fully managing customer’s product-related operations (complete outsourcing and ownership of product by vendor)

Source(s): The above table was created by the author

[ViewLarge]