Christian Kowalkowski

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The authors are indebted to Heiko Gebauer for insightful comments on earlier versions of this paper and to Keith Crosier for his patient and invaluable editing services. They also gratefully acknowledge the financial support of the Jan Wallander ABSTRACT The point of departure for this article is the need for product-centric firms to compete in the market(More)
a r t i c l e i n f o Manufacturing firms have always delivered services, by supplying spare parts, installing equipment, training employees, or performing maintenance. In competitive markets though, firms seek new ways to differentiate their business, including an increased focus on service, often referred to as service infusion. Of the studies that seek(More)