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CUANDO LOS PEQUEÑOS Y MEDIANOS DETALLISTAS OFRECEN SERVICIOS: ¿CUÁL ES LA PERCEPCIÓN DEL CLIENTE?
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Feb 17, 2016
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Resumen
El concepto de servitization o añadir servicios a los productos que ya se venden, se ha utilizado principalmente en el sector manufacturero, pero muy poco o nada a la hora de aplicar este concepto en el sector minorista. El propósito de esta investigación es medir cuáles son las percepciones que tienen los clientes hacia los minoristas con respecto a este nuevo concepto. También hemos comparado el perfil de los clientes que tienen en cuenta los productos y servicios como el factor más importante para elegir un minorista con el resto de la muestra. Nuestros resultados muestran que existen algunas diferencias entre los clientes que prefieren más servicios en comparación con cliente para los que los servicios no son su prioridad.
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Narvaiza Cantín, L., Ruiz de Olano, D., Campos, T., & Arroniz, I. (2016). CUANDO LOS PEQUEÑOS Y MEDIANOS DETALLISTAS OFRECEN SERVICIOS: ¿CUÁL ES LA PERCEPCIÓN DEL CLIENTE?. UCJC Business and Society Review (formerly Known As Universia Business Review), (49). Recuperado a partir de https://journals.ucjc.edu/ubr/article/view/1723
Sección
Producción, Innovación y Tecnología
Citas
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Baines, T. S., Lightfoot, H., & Smart, P. (2011). Servitization within manufacturing: Exploring the provision of advanced services and their impact on vertical integration. Journal of Manufacturing Technology Management, 22(7), 947-954.
Baines, T., & Lightfoot, H. (2013). Made to serve; understanding what it takes for a manufacturer to compete through servitization and product-service systems. Hoboken: Wiley,
Ballantyne, D., &Varey, R.J. (2008), article accepted for the special
issue on the Service-Dominant Logic of Marketing, Journal of the Academy of
Marketing Science (JAMS), 36:1, pp. 11-14.
Barnett, N. J., Parry, G., Saad, M., Newnes, L. B., & Goh, Y. M. (2013). Servitization: Is a paradigm shift in the business model and service enterprise required? Strategic Change, 22(3‐4), 145-156.
F. Bustinza, O., C. Parry, G., & Vendrell-Herrero, F. (2013). Supply and demand chain management: The effect of adding services to product offerings. Supply Chain Management: An International Journal, 18(6), 618-629.
Hewitt, P. (2002). The government's manufacturing strategy. Secretary of State for Trade and Industry, Westminster, 4.
Lusch, R. F., Vargo, S. L., & O’Brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of Retailing, 83(1), 5-18.
Muller, E., & Doloreux, D. (2007). The Key Dimensions of Knowledge-Intensive Business
Rada, J., & Vandermerwe, S. (1988). Servitization of business: Adding value by adding service. European Management Journal, 6(4), 314-320.
Rosenbloom, B., & Dupuis, M. (1994). Low price, low cost high services, a new paradigm for Global Retailers. The International Journal of Retail.
Sánchez Montesinos, F., & Arias Aranda, D. (2014). La adaptación a la servitización como elemento esencial del futuro de los medios de comunicación de prensa escrita.
Sorescu, A., Frambach, R. T., Singh, J., Rangaswamy, A., & Bridges, C. (2011). Innovations in retail business models. Journal of Retailing, 87, S3-S16.
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1-17.
Vargo, S. L., & Lusch, R. F. (2012). The nature and understanding of value: A service-dominant logic perspective. Review of Marketing Research, 9, 1-12.
Baines, T. S., Lightfoot, H., & Smart, P. (2011). Servitization within manufacturing: Exploring the provision of advanced services and their impact on vertical integration. Journal of Manufacturing Technology Management, 22(7), 947-954.
Baines, T., & Lightfoot, H. (2013). Made to serve; understanding what it takes for a manufacturer to compete through servitization and product-service systems. Hoboken: Wiley,
Ballantyne, D., &Varey, R.J. (2008), article accepted for the special
issue on the Service-Dominant Logic of Marketing, Journal of the Academy of
Marketing Science (JAMS), 36:1, pp. 11-14.
Barnett, N. J., Parry, G., Saad, M., Newnes, L. B., & Goh, Y. M. (2013). Servitization: Is a paradigm shift in the business model and service enterprise required? Strategic Change, 22(3‐4), 145-156.
F. Bustinza, O., C. Parry, G., & Vendrell-Herrero, F. (2013). Supply and demand chain management: The effect of adding services to product offerings. Supply Chain Management: An International Journal, 18(6), 618-629.
Hewitt, P. (2002). The government's manufacturing strategy. Secretary of State for Trade and Industry, Westminster, 4.
Lusch, R. F., Vargo, S. L., & O’Brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of Retailing, 83(1), 5-18.
Muller, E., & Doloreux, D. (2007). The Key Dimensions of Knowledge-Intensive Business
Rada, J., & Vandermerwe, S. (1988). Servitization of business: Adding value by adding service. European Management Journal, 6(4), 314-320.
Rosenbloom, B., & Dupuis, M. (1994). Low price, low cost high services, a new paradigm for Global Retailers. The International Journal of Retail.
Sánchez Montesinos, F., & Arias Aranda, D. (2014). La adaptación a la servitización como elemento esencial del futuro de los medios de comunicación de prensa escrita.
Sorescu, A., Frambach, R. T., Singh, J., Rangaswamy, A., & Bridges, C. (2011). Innovations in retail business models. Journal of Retailing, 87, S3-S16.
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1-17.
Vargo, S. L., & Lusch, R. F. (2012). The nature and understanding of value: A service-dominant logic perspective. Review of Marketing Research, 9, 1-12.