Abstract
Based on an extensive survey involving Italian heavy truck workshops, this paper introduces an empirically-based typology. The research aims at identifying the main features that characterise heavy truck assistance workshops offering similar product-service portfolios and having a comparable service attitude. The developed typology allows a better understanding of the relationship between workshop types and their economic and financial results. The analysis shows that the attitude towards the proposal of comprehensive product-service portfolios supports workshops to prosper in this market, that is affected by weak demand, hard competition and decreasing margins.
Lingua originale | Inglese |
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Titolo della pubblicazione ospite | Serviceology for Services - Selected papers of the 1st International Conference of Serviceology |
Editore | T. Eds. |
Pagine | 125-132 |
Numero di pagine | 8 |
ISBN (stampa) | 978-4-431-54815-7 |
DOI | |
Stato di pubblicazione | Pubblicato - 1 gen 2014 |