Many industrial suppliers have transitioned from a focus on manufacturing to an emphasis on service provision (Gebauer 2007; Jacob and Ulaga 2008). The underlying reasons for manufacturers to extend their service business and increase their service orientation are manifold. Amongst others, managers view industrial services as a way to strengthen their competitive position, protect their core product business, and generate additional revenues - thereby achieving growth in the future (Wise and Baumgartner 1999).
展开▼
