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Structuring international service operations: a theoretical framework and a case study in the IT-sector Bert Meijboom and Migon Houtepen. International Journal of Operations & Production Management. Vol. 22. No. 8.
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Abstract
The specific challenges with which companies pursuing international manufacturing strategies are faced, if their output also contains a service dimension, are addressed. (Purpose) 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. (Design/methodology/approach) It is possible, for example, to apply the theoretical framework to case studies in internationally-operating companies delivering a mix of goods and services. (Results) The present study provides a starting-point for further research in the international manufacturing sector. (Research limitations/implications) 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. (Originality/value)
Key words: Multinationals, Service operations, Location, Decision making, Case studies (.. , ?)