Purpose – The purpose of this article is to illustrate the management policies behind the success of Swiss product‐manufacturing companies in international competition. Design/methodology/approach – The study included a few multinational corporations as well as a large number of “hidden...

Purpose – The purpose of this article is to illustrate the management policies behind the success of Swiss product‐manufacturing companies in international competition. Design/methodology/approach – The study included a few multinational corporations as well as a large number of “hidden...

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...

Purpose – The purpose of this paper is to extend knowledge of differences between Western European and Chinese service organizations in typical manufacturing companies. Design/methodology/approach – The paper combines qualitative and quantitative research approaches. The qualitative study...

Purpose – The purpose of this paper is to examine if there is a relationship between the interdependence among different components of service culture and performance. This paper also contributes to the discussion on how integrating or separating the service organization from the product...