A Framework for Analyzing Customer Service Orientations in Manufacturing  

Oleh:

Bowen, David E. ; SIEH, CAREN ; Schneider, Benjamin

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: The Academy of Management Review vol. 14 no. 1 (Jan. 1989), page 75-95.
Topik: manufacturing; customer service; central contingencies
Fulltext: AA11_14_01_David E. Bowen.pdf (582.46KB)

Isi artikel

The proposed framework first clarifies the concept of customer ser- vice in a manufacturing context. Then the key strategic choices as- sociated with emphasizing a customer service-oriented strategy are specified. Next, the organizational arrangements necessary to imple- ment these strategic choices are described. Finally, alternative effec- tive configurations of the strategic choices, organizational arrange- ments, and customer service activities are proposed. Research prop- ositions are presented that focus on the relationship between central contingencies in the strategic management literature and customer service in manufacturing.

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