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Product services: from a service supporting the product to a service supporting the client

Valérie Mathieu (Associate Professor at I.A.E, University of Aix‐Marseille, France and Visiting Professor at Owen Graduate School of Management, Vanderbilt University, USA)

Journal of Business & Industrial Marketing

ISSN: 0885-8624

Article publication date: 1 February 2001

Abstract

Challenges the traditional perspective of product services in the business marketing literature. An original classification system is proposed that isolates and compares two types of product services: services that support the supplier’s product (e.g. after‐sale services) and services that support the client’s action in relation to the supplier’s product (e.g. training service). A qualitative study based on this classification is then reported. The study centered on one of the main European manufacturers in the micro‐electronics industry, and involved interviews with customers, distributors, and managers in the manufacturing firm.

Keywords

Citation

Mathieu, V. (2001), "Product services: from a service supporting the product to a service supporting the client", Journal of Business & Industrial Marketing, Vol. 16 No. 1, pp. 39-61. https://doi.org/10.1108/08858620110364873

Publisher

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MCB UP Ltd

Copyright © 2001, MCB UP Limited