Table 6 Distinctive capabilities related... | Emerald Publishing

Table 6

Distinctive capabilities related to customers of service businesses

Codes	Capabilities	References
3C1	Accumulating the customer-related knowledge necessary for services such as customer requirements and product operations	Alghisi and Saccani (2015), Gebauer et al. (2005), Kindstrom and Kowalkowski (2014), Kindström et al. (2013), Neu and Brown (2005), Parida et al. (2014), Sjödin et al. (2016), Kindström and Kindstrom (2010), Kanninen et al. (2017)
3C2	Accessing the key individuals in the customer's organization who make service procurement decisions	Coreynen et al. (2017), Ulaga and Reinartz (2011)
3C3	Visualizing service values so that customers can adequately understand the benefits	Alghisi and Saccani (2015), Reinartz and Ulaga (2008), Coreynen et al. (2017), Kindstrom and Kowalkowski (2014), Kindstrom et al. (2015), Rapaccini (2015), Ulaga and Reinartz (2011), Kindström and Kindstrom (2010), Huikkola and Kohtamaki (2017), Kanninen et al. (2017)
3C4	Providing suitable information and education to customers to increase their motivation as well as improve the abilities required for services	Kindstrom and Kowalkowski (2014), Raddats et al. (2017), Rönnberg-Sjödin (2013), Brax (2005)
3C5	Determining the operational links and information exchange with customers to build closer relationships with them	Baines and Lightfoot (2014), Barquet et al. (2013), Bastl et al. (2012), Bohm et al. (2017), Gebauer et al. (2013), Grönroos and Helle (2010), Reim et al. (2015), Sjödin et al. (2016), Smith et al. (2014), Huikkola and Kohtamaki (2017)

Codes	Capabilities	References
3C1	Accumulating the customer-related knowledge necessary for services such as customer requirements and product operations	Alghisi and Saccani (2015), Gebauer et al. (2005), Kindstrom and Kowalkowski (2014), Kindström et al. (2013), Neu and Brown (2005), Parida et al. (2014), Sjödin et al. (2016), Kindström and Kindstrom (2010), Kanninen et al. (2017)
3C2	Accessing the key individuals in the customer's organization who make service procurement decisions	Coreynen et al. (2017), Ulaga and Reinartz (2011)
3C3	Visualizing service values so that customers can adequately understand the benefits	Alghisi and Saccani (2015), Reinartz and Ulaga (2008), Coreynen et al. (2017), Kindstrom and Kowalkowski (2014), Kindstrom et al. (2015), Rapaccini (2015), Ulaga and Reinartz (2011), Kindström and Kindstrom (2010), Huikkola and Kohtamaki (2017), Kanninen et al. (2017)
3C4	Providing suitable information and education to customers to increase their motivation as well as improve the abilities required for services	Kindstrom and Kowalkowski (2014), Raddats et al. (2017), Rönnberg-Sjödin (2013), Brax (2005)
3C5	Determining the operational links and information exchange with customers to build closer relationships with them	Baines and Lightfoot (2014), Barquet et al. (2013), Bastl et al. (2012), Bohm et al. (2017), Gebauer et al. (2013), Grönroos and Helle (2010), Reim et al. (2015), Sjödin et al. (2016), Smith et al. (2014), Huikkola and Kohtamaki (2017)