A Framework for Analyzing Customer Service Orientations in Manufacturing
提出一个框架，先澄清制造业中客户服务的概念，再说明强调客户服务导向的关键战略选择，接着描述实施这些选择所需的组织安排，最后提出战略、组织与客户服务活动的有效组合，并给出研究命题。
The proposed framework first clarifies the concept of customer service in a manufacturing context. Then the key strategic choices associated with emphasizing a customer service–oriented strategy are specified. Next, the organizational arrangements necessary to implement these strategic choices are described. Finally, alternative effective configurations of the strategic choices, organizational arrangements, and customer service activities are proposed. Research propositions are presented that focus on the relationship between central contingencies in the strategic management literature and customer service in manufacturing.