Customer-focused and service-focused orientation in organizational structures
Customer-focused and service-focused orientation in organizational structures
复制标题
组织结构以客户为中心、以服务为中心
DOI：
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发表时间：
2012
期刊：
影响因子：
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通讯作者：
C. Kowalkowski
中科院分区：
文献类型：
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作者：
Heiko Gebauer;C. Kowalkowski
目的--本文旨在更好地理解资本品制造企业组织结构中顾客导向和服务导向的相互关系。设计/方法/途径-使用36家欧洲资本品制造公司，采用定性、多案例研究设计。发现--本文探讨了公司如何从以产品为中心转向以服务为中心，从以地理为中心的组织结构转变为以客户为中心的组织结构的四种不同模式。这四种模式分别是强调服务导向、以服务为中心的组织结构、强调以顾客为中心的组织结构和以顾客为中心的组织结构。研究局限/影响-尽管本研究基于36个案例研究，但研究结果的外部效度(概括性)不能被准确评估。实践影响-对四种组织方法的描述……
Purpose – The paper aims to provide a better understanding of the interrelatedness of customer and service orientations in the organizational structures of capital goods manufacturing companies.Design/methodology/approach – A qualitative, multi‐case research design was employed using 36 European capital goods manufacturing companies.Findings – This article explored four different patterns of how companies move from being product‐focused to service‐focused, and from having an organizational structure that is geographically focused to one that is customer‐focused. The four patterns are termed as follows: emphasizing service orientation, service‐focused organizational structure, emphasizing customer orientation, and customer‐focused organizational structure.Research limitations/implications – Although the study is based on 36 case studies, the external validity (generalizability) of the findings could not be assessed accurately.Practical implications – The description of the four organizational approaches of...