Service capabilities and integration capabilities
| Capabilities | Authors |
|---|---|
| Service capabilities | |
| Service culture | Bowen et al. (1989) |
| Service orientation | Homburg et al. (2003) |
| Technical expertise | Matthyssens and Vandenbempt (2008), Allmendiger and Lombreglia (2005) |
| Pricing mechanism | Kindström and Kowalkowski (2014), Oliva and Kallenberg (2003) |
| Organisational structure | Rapaccini et al. (2013), Gebauer et al. (2005) |
| Distribution channels | Kowalkowski et al. (2011), Malleret (2006) |
| Integration capabilities | |
| Understanding customer needs | Paiola et al. (2013), Davies et al. (2006, 2007) |
| Identifying and using external resources from a network | Spring and Araujo (2013) |
| Multi-skilled and cross functional competencies | Windahl and Lakemond (2006, 2010), Neu and Brown (2005) |
| Capabilities | Authors |
|---|---|
| Service culture | |
| Service orientation | |
| Technical expertise | |
| Pricing mechanism | |
| Organisational structure | |
| Distribution channels | |
| Understanding customer needs | |
| Identifying and using external resources from a network | |
| Multi-skilled and cross functional competencies | |
Source: Adapted and extended from Paiola et al. (2013)
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