Structuring international service operations : A theoretical framework and a case study in the IT‐sector

The specific challenges with which companies pursuing international manufacturing strategies are faced, if their output also contains a service dimension, are addressed. A theoretical framework is proposed based on three virtually complementary perspectives by integrating international production, demand, and contemporary ICT‐based theory. Subsequently, an exploratory case study in a pure service environment is described that illustrates the value of the framework. The present study provides a starting‐point for further research in the international manufacturing sector. It is possible, for example, to apply the theoretical framework to case studies in internationally‐operating companies delivering a mix of goods and services. Moreover, the framework has proven to be useful in improving the European structure of the case company. This is a notable and promising side‐effect of the exploratory study, at least from a managerial point of view.