Kowalkowski, Christian; Kindström, Daniel; Gebauer, Heiko - In: Journal of Business & Industrial Marketing 28 (2013) 6, pp. 506-513
‐oriented services. The purpose of this paper is to investigate how ICT can enable service differentiation and, in doing so, act as a …‐oriented differentiation: services in support of the product (SSP) and services in support of the client's actions (SSC). The study finds that … various extents, successful firms are likely to pursue both SSP and SSC differentiation traits through ICT. The two options …