Business services 1982-1992: growth, industry characteristics, financial performance

Article Abstract:

A cross-sectional examination of 11 segments of the business service sector indicates all these segments exceeded Gross Domestic Product (GDP) growth, and four grew at least twice as fast as GDP in the 10-year period 1982-1992. Further analysis of this sector suggests that three distinct groupings can be identified - industries that "rent" highly paid personnel for relatively high fees, industries that receive relatively high rents for equipment while employing modestly paid and/or part-time employees, and industries that utilize relatively low paid or part-time employees in relatively standardized services offerings. A single regression was found to explain revenue/employee versus pay/employee across the 10, labor-intensive services studied. Profitability, on the other hand, varied by nearly an order of magnitude between most- and least-profitable segments. (Reprinted by permission of the publisher.)

Professional, Scientific, and Technical Services, BUSINESS SERVICES, Research, Services industry, Service industries

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Communications and expectations in after-sales service provision: experiences of an international Swedish firm

Article Abstract:

After-sales service can be an important competitive factor in the global marketplace. This paper describes the operations of a Swedish firm and explores the apparent differences that develop in the provision of after-sales services through a distribution network for capital goods across national cultures. Results should be especially interesting to practitioners who have this responsibility on a day to day basis. (Reprinted by permission of the publisher.)

Multinational Corporations, Customer Relations, Case studies, Sweden, International business enterprises, Customer service, Distribution of goods, Distribution (Commerce)

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Internetworked after-sales service

Article Abstract:

All firms including the ones in relatively heavy industries are moving in a direction in which information technology (IT) is becoming an integral part of their organizations. The changes that are occurring in a firm's after-sales service practices in terms of internetworking are reviewed.

United States, Services information, Refrigeration and heating equipment, Services, Heating, ventilation, and air conditioning industry, HVAC industry

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