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Systematic Service Internationalization Processes: The Case of M-ALPHA

In: Implementing International Services

Author

Listed:
  • Sandra Bennewitz

    (Landeshauptstadt Erfurt Stadtverwaltung Amt für Bildung)

  • Ute Reuter

    (Universität Stuttgart)

  • Michael Prilla

    (Ruhr-University of Bochum)

  • Wolfgang Burr

    (Universität Stuttgart)

  • Thomas Herrmann

    (Ruhr-University of Bochum)

Abstract

Zusammenfassung The case study partner M-ALPHA is a service provider, specialized in implementing and maintaining call centers for support of digital and white goods. The company works with large companies in these industries and provides call center based solutions for them all over Europe. At the time of analysis, M-ALPHA had nine foreign locations and two locations in Germany, which were covering 24 languages. From preliminary interviews, it became clear that their main reason for the internationalization of services can be drawn back to the principle of following their clients abroad. Most of the clients of M-ALPHA are pursuing partner consolidation programs, i.e., they are reducing the number of partners and are remaining with only two or three partners for each service area or region. M-ALPHA is already one of those selected partners. Subsequently, MALPHA is focusing on staying preferred partner of its clients.

Suggested Citation

  • Sandra Bennewitz & Ute Reuter & Michael Prilla & Wolfgang Burr & Thomas Herrmann, 2011. "Systematic Service Internationalization Processes: The Case of M-ALPHA," Springer Books, in: Tilo Böhmann & Wolfgang Burr & Thomas Herrmann & Helmut Krcmar (ed.), Implementing International Services, chapter 0, pages 189-211, Springer.
    • Handle: RePEc:spr:sprchp:978-3-8349-6445-8_11
    DOI: 10.1007/978-3-8349-6445-8_11
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