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CASE : managing customer relationship gaps at SKF

Nordin, Fredrik; Brozovic, Danilo; Kowalkowski, Christian; … - In: Journal of business market management : JBM 8 (2015) 2, pp. 455-463

This teaching case study focuses on SKF, a leading supplier of products, services and solutions. It consists of an overview of the company and then a narrative concentrating on the sudden loss of a large customer relationship. Moreover, it explores how central individuals devise various...

Persistent link: https://www.econbiz.de/10011379461

From business process management to customer process management

Trkman, Peter; Mertens, William; Viaene, Stijn; Gemmel, Paul - In: Business process management journal 21 (2015) 2, pp. 250-266

Persistent link: https://www.econbiz.de/10011301256

ICT as a catalyst for service business orientation

Kowalkowski, Christian; Kindström, Daniel; Gebauer, Heiko - In: The journal of business & industrial marketing 28 (2013) 6, pp. 506-513

Persistent link: https://www.econbiz.de/10009790087

Servitization and operations management : a service dominant-logic approach

Smith, Laura; Maull, Roger; Ng, Irene - In: International journal of operations & production … 34 (2014) 2, pp. 242-269

Persistent link: https://www.econbiz.de/10010249723

Managing relationship gaps : a practitioner perspective

Nordin, Fredrik; Ravald, Annika - In: Journal of business research : JBR 69 (2016) 7, pp. 2490-2497

Persistent link: https://www.econbiz.de/10011491350

Service-based vs. goods-based positioning of the product concept : effects on customer perceived value

Cassia, Fabio; Ugolini, Marta Maria; Cobelli, Nicola; … - In: The TQM journal : the international review of … 27 (2015) 2, pp. 247-255

Persistent link: https://www.econbiz.de/10011298016

A reconceptualization of manufacturers' service strategies

Raddats, Chris; Kowalkowski, Christian - In: Journal of business-to-business marketing 21 (2014) 1, pp. 19-34

Persistent link: https://www.econbiz.de/10010343529

Servitization experience measurement and the effect of servitization experience on brand resonance and customer retention

Jang, Kyeong Kook; Bae, Joonheui; Kim, Kyung Hoon - In: Journal of business research : JBR 130 (2021), pp. 384-397

Persistent link: https://www.econbiz.de/10012544840

How business customers judge customer success management

Prohl-Schwenke, Katharina; Kleinaltenkamp, Michael - In: Industrial marketing management : the international … 96 (2021), pp. 197-212

Persistent link: https://www.econbiz.de/10013194573

Uncertainty driving the dynamic development of inter-organisational relationships in engineering services over time

Kreye, Melanie E. - In: Industrial marketing management : the international … 101 (2022), pp. 33-44

Persistent link: https://www.econbiz.de/10013197741