| Service orientation of the organizational structures (2009) | |||||||||||||
Abstract | |||||||||||||
| Despite high interest in how organizational structures facilitate service orientation in capital goods manufacturing companies, researchers have neglected this field. This article explores four different organizational approaches contributing to service orientation. The four types are termed (1) product SBU, (2) product-service SBU, (3) service-product SBU and (4) service SBU and product SBU. Each organizational approach reflects a unique degree of service orientation that leads to different levels of performance outcome. The description of organizational approaches enlightens the discussion of integration and the separation of product and service business. Complementary to existing research, the article clarifies whether companies should integrate or separate service and product functions in order to achieve service orientation. | |||||||||||||
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