Gebauer, Heiko; Friedli, Thomas; Fleisch, Elgar - In: Benchmarking: An International Journal 13 (2006) 3, pp. 374-386
Purpose – Despite the proven benefits of an extended service business, most manufacturing companies find it extremely difficult to increase service revenues successfully. Design/methodology/approach – An extensive benchmarking project was conducted with a variety of firms in order to gain a...