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Service policies of German manufacturers: Critical factors in international competition

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  • Simon, Hermann

Abstract

German companies perform well in export markets, based on product quality and technology. But the competitive advantages and value-added of service are expected to grow sharply in the coming decade -- especially product-focused service. Hermann Simon has identified 'Hidden Champions' in Germany -- companies like Heidelberg Printing Machines, BMW and Mercedes-Benz, which integrate market and technology as equal driving forces and provide quick and reliable customer service. But there is much room for improvement in service provided by German manufacturing companies. They could upgrade their design and marketing of service, and apply better quality control such as setting quantitative performance goals, measuring the value of service and interpreting the results.

Suggested Citation

  • Simon, Hermann, 1992. "Service policies of German manufacturers: Critical factors in international competition," European Management Journal, Elsevier, vol. 10(4), pages 404-411, December.
    • Handle: RePEc:eee:eurman:v:10:y:1992:i:4:p:404-411
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    Cited by:

    1. Inwon Kang & Jiwon Lee & Matthew Shin & Geon-Cheol Shin, 2014. "Brand competency as a market segmentation method for brand R&D in the Asian luxury market," Service Business, Springer;Pan-Pacific Business Association, vol. 8(1), pages 113-133, March.
    2. Rammer, Christian & Spielkamp, Alfred, 2015. "Hidden Champions - Driven by Innovation: Empirische Befunde auf Basis des Mannheimer Innovationspanels," ZEW Dokumentationen 15-03, ZEW - Leibniz Centre for European Economic Research.

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