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Kobe University Repository : Thesis

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1.
2.
3. wm NI 149 5c fh
4. Sludge project
5. TY Ee 8 indirect delivery channel
6. Mathieu 2001 Levitt 1981 Mathieu 2001
7. Mont 2000 Lertsaksereekun and Thawesaengskulthai 2011 Brady etal 2005 Brax 2005
8. Windahl and Lakemond 2006
9. 70 2 8i 88 Olivetti OEM 12 OEM 80 13
10. MPS R 5 4 lt P amp G global business service Basyn Taming the Printer Chaos Computer World 1 18 2010 Vol 44 Issue 2 pp26 28 MPS
11. 38 Bi Silverman 2004 Beverland and Lindgreen 2010
12. weg wt aw pec eg cu geo 7 2 Matthyssens and Vandenbempt 2008
13. Mathe and Shapiro 1993 Correa et al 2007 Vandermerwe and Rada 1998 Storbacka 2011
14. 10 D 1 1984 80
15. hm a t E MPS Windahl and Lakemond 2006 i Gi network horizon ii ivY v vi
16. 13 Sa Pees ape NARE RY AWO
17. J iii Res Sa Ft
18. 44 Zimmerman M R 2001 Xerox turns to services for future growth Eweek 18 45 p 11 McCarthy J 2002 Innovative service Infoworld 24 31 p 38 Mulcahy A and Levenson E 2006 We Saw the Opportunity cover story Fortune 154 8 pp 136 137 2008 4H 15 4 69 45 Jim Ivy 9
19. 2004 2006 41 gt MPS usos Jue xps Eg Ee AA ye MPS
20. ry 3 Gebauer et al 2005 7 Gebauer and Fleisch 2007
21. Oliva and Kallengerg 2003 Gebauer and Friedli 2005 3
22. e e 147 HL Windahl and Lakemond 2006 Ehret 2004 Hamel and Prahalad 1990
23. 386 3 200945 1 7 OE 34 2012 pp 674 676 35 2012 12 13H 36
24. 10 eeu oq B Dur uq cedo Se a 2 Qr 1t UN 10 Storbacka 2011 BEA 143
25. Velamuri 2013 Prester 2011 2 8 5 Prester 2011 Evanschitzky 2011 2 Dubois and Araujo 2004
26. 95 Me Ie zm Judd Everhart Xerox s spokesman 5 Xerox line goes with office flow USA Today 10 13 1995 Final edition Money Pg 3B 6 Xerox Is Introducing a Line Of Digital Copier Printers The New York Times 10 13 1995 Late edition Section
27. H as 8 6 44 Tif C
28. 285 TOB 91 27
29. 135 commercialization 7 2 Gosselin and Heene 2003
30. 99 Een Urge 19904 8 H 15 H RK 17 y 18 19 A ty t Ti 1995 5 22 H AX x 20 lt 1990 11 H 26 A 116 Ti ide o 3 X6 5 30
31. 1995 67 80 1997 100 21 B ESL SENS 1992 10 13 10 2 2001 2009 2012 pp 622 625 IT
32. 1960 ERAT 1970 3 1956 3 90 Oce Develop Olivetti Tetras Gestetner
33. H 134 IT MPS
34. ROE 10 2010 2004 2007 2009 p 49 p 71 p 155 H
35. 3A 3 Quintens and Matthyssens DT TY 4 1 Dubois and Gibbert 2010 Easterby Smith et al 2008 31
36. L H 2008 lo A ZA HE pp 42 46 42 MPS xam 2009 10 H 15H 5 F pp 56 59 MPS 1 20114 44
37. 1998 4 14 1999 1 27 24 H 0 f xvi XE H 13 4 5 Aol E 6 gt 3 joan 10H 30H a 2002 6 21 7 IT GRE OA
38. 2009 7 MPS Davies 2004 19 19 MPS Cut Clee 9 6
39. G ii Gii
40. JW ei pw LC 5 5 1 EU M B 2000 4 E
41. 28 77 mg New York Times 4 7 1999 Late edition Final Section C Page 8 Column 5 Business Financial Desk Xerox To Cut 10 Pct Of Jobs Company Prepares For High Tech Shift The Washington Post 4 8 1998 Final edition Financial Pg C11 Xerox Chief Is Fired After Only 13 Months On The Job St Louis Post Dispatch Missouri 5 12 2000 Five Star Lift edition Business Pg C10 19 Xerox To Cut 10 Pct Of Jobs Company Prepares For High Tech Shift The Washington Post 4 8 1998 Final edition Financial Pg C11 20 Company Reports Product Shift Is Credited as Earnings Rise 14 at Xerox The New York Times 4 23 1997 Late edition Section D Page 5 Column 1 Business Financial Desk 21 Original Thinking for a Digital Xerox As Markets Shift a Technology Pioneer Harvests the Fruits of Innovation The New York Times 4 15 1997 Late edition Section D Page 1 Column 2 Business Financial Desk 22 Industry Solutions General Markets Developing Marke
42. IBM 1998 4 2005 BERI FA K ae Fa 23 ED APSE Cae 4 HE H gt 2425 E 26 E3 EH rtv ES8 6 Ed 9 Hl o E
43. Xx 7 2 gw gw amp itt E OE W 145
44. Windahl and L 199 gt Marketing Purchasing Group 2003 ARAL T BIC A AIL wan 1t CN AX c ain Ly E RR a gt HB ae EH ES 12 Vandermerwe and Rada 1988 Storbacka2011 Galbraith 2002 Windahl and Lakemond 2006 Matthysens and Vandenbempt 2008
45. Xn GE will keep the 400 workers The Philadelphia Inquirer 12 12 2008 City D Edition BUSINESS Pg D01 58 Ikon profit surges 40 percent Revenue slipped as the firm shut unprofitable units and sold off businesses that did not fit its strategy The Philadelphia Inquirer 27 Jan 06 BUSINESS Pg D03 59 Big Ikon investor seeking action The Malvern company should buy back shares or offer itself for sale says Warren G Lichtenstein The Philadelphia Inquirer 6 30 2007 CITY D Edition BUSINESS P com Biz Pg D01 60 Ikon to sell financing arm to GE for 1 5 billion The Chester County document manager said the profitable unit was hurting its stock price GE will keep the 400 workers The Philadelphia Inquirer 12 12 2008 City D Edition BUSINESS Pg D01 61
46. 2000 ry o 2003 8 2 35
47. IT IT Windahl and Lakemond 2006
48. G ii N i TY 22 2 3 WIJ 2904 w414 2904 Wl 2904 9 GG 1e suonnjos 8uloJnos no JO jje1s BU ui aJeus e pue 6G 1 11 o1d Ss Wily ay UI eJeus v ejep SAIHEJJBU uo paseg B1uaula8pn ssauisng Sun nsuoo pue s s uo 8ulsn20 uone nuJoJaJ uoneziue8Jo y uo peseq B1uauJa8pn SUPHV SM uoss2 J3
49. MPS 7 1 136
50. 1IT IT IT MPS MPS Matthyssens and Vandenbempt 2010 B 7 1 MPS
51. ARI D ii 4 28 j
52. Windahl WL 5 2S it TED KE D A Eg SES 9 9
53. 28 29 30 3 I 24 Trouble At Xerox Mount Stock plunges 67 since May high Daily News New York 12 14 1999 Sports Final edition Business Pg 71 25 Xerox to Take 625 Million Write Off and Eliminate 5 200 Jobs The New York Times 4 1 2000 Late edition Final Section C Page 1 Column 2 Business Financial Desk Near the Apex At Xerox and Loving the Hill The New York Times 5 13 2000 Late edition Final Section C Page 1 Column 5 Business Financial Desk Xerox Says Quarterly Loss To Be Worse Than Foreca
54. 6 MDS MPS MDS EPS 128
55. 7 2 Develop solutions Create demand Sell solution Deliver solution Combining customer Creating demand and Turning Securing customer insight and firm identifying sales opportunities value creation and resources opportunities toorders firmvalue capture 1 1 Value Value Value Value Commerdalizadon research proposition quantification verification Solution Solution Solution Solution Industrialization development availability configuration delivery Strategy Management Infrastructure Human resources planning system support management Storbacka 2011 Matthyssens and Vandenbempt 2010
56. j Tuli et al 2007 Storbacka 2011 Ehret 2004 iX AY 8 Windahl and Lakemond 2006 BChOLERL
57. vx 2005 1819 ET 5 10 15 ifi 16 5 EHX 9 10 2001 5 9 9 27 10 31 OA
58. 11 12 2006 2012 2005 1 4 Windows 2001 12 pp 88 93 18 IT 2011 2 17 H amp p 88 91
59. VL 1 H eG L C oc gt 3 ifi M AE B n jg L C uy IT 1000 2007 11 30 pp 32 34 8 Woes 3 1998 10 30 WA 183 ili 9 1998 12 8 11 ifi 10 EB CH TR EAS X 110 Ly pu
60. 2005 148 2008 2 Oliva and Kallenberg 2003 Davies 2004
61. The New York Times 2004 64 2005 EE 2001 2003 D Es 62 CEO makes Xerox a winner Daily News New York 1 28 2004 Sports Final edition Business Pg 47 2004 F1H 29 2 Finally Xerox Is Back on the Buy Lists The New York Times 2 3 2004 Late edition Final Section C Column 4 Business Financial Desk Pg 2 We Saw the Opportunity cover story Fortune 10 26 2006 154 8 pp 136 137 63 Finally Xerox Is Back on the Buy Lists The New York Times 2 3 2004 Late edition Section C Column 4 Business Financial Desk Pg 2 64
62. LO BROW
63. mW k T 49 B 3 8 20 ae E M 22 PV RFP ZR LAI hh F2
64. Mont 2000 Aston Business School 2013 MPS kt HR 1992 Jm MPS 2006 MPS 2000 Aston Business School 2013 20138 MPS x
65. Nd 84 4 3 Year 1995 1997 2001 2003 2007 2008 2009 Xerox Document Centre 2 4 HP Mopier CEO Richard Thoman Richard homan CE0 CEO Paul Allaire 12 1 Blackstone 3
66. ABBE A LE OME AN Ze 2 151 A e p epe K 2012 Konica Minolta Managing Director 10 16 H Business Tomas Bedn Konica Minolta Business Solutions solutions Czech Czech spol s r o n Konica Minolta Team Manager Product Management 2012 Business Of
67. mg 118 2 AU sc den eU scr Es Ue dq 2011 MPS EPS J E MPS 43 2011 44 gt BEBE ae AS ier Se EAA ae ROO SS eee 5 MPS IT
68. 22 1 5 10 2009 TSMC FNAC lt gt 42 4 37 49 up 2010 TIo rcz EF 2009 12 1 33 48 Hr 20142 Discussion Paper Series 2014b Discussion Paper Series
69. Ritter et al 2004 50 Ritter et al 2004 Windahl and Lakemond 2006
70. MA M 2 1
71. MAIC BEMRANSZIEE EEK
72. Correa et al 2007 5 TV 16 Johnston 2001
73. 2008 9 22 90 Hs 11 fil H 70 80 20 E 19 10 Q 8 1990 8 154 Bids BR ES NO Rc
74. Evanschitzky et al 2011 Tuli 2 Tranfield et al 2003 Pittaway et al 2004 EBSCO Business Source Complete SCOPUS WISO Google Scholar 169 3 Matthyssens and Vandenbempt 2008 2010 iX 11 et al 2007 Sawhney 2006
75. ul Biz Pg D02 84 Global Imaging System 33 Deals By Xerox Abbot Give Wall Street A Boost Pittsburgh Post Gazette Pennsylvania 9 29 2009 Sooner edition Business Pg A 10 85 PhillyDeals Steel Partners win big on Ikon sale price The Philadelphia Inquirer 8 28 2008 CITY D edition Business P com Biz Pg C03 86 Danka Is Sold For 240M St Petersburg Times Florida 2008 419 0 South Pinellas edition 87 USA HP OM 2009 10 1 5 88 NewsEdge 2009 10 28 24 HP Unveils Global Business Unit for Managed Print Services Channel Insider 9 24 2009 p1 89 2010 9 3
76. 1997 26 t OPAC Mergent 2013 2013 Mergerstat M amp Al 1995 1 1 2014 H Database 12 H 31 H Lexis News amp Company Information Major US Newspaper Major US copier 1995 Newspaper 1 1 2014 12 H 31 Lexis News Company 1 Tnformation European News Sources Financial Times managed print services London Archive ff 2000 1 1 2014 12 European 31 News Sources27 y
77. 11 act 2 1997 98 FOKE FAP KYA SUVS HBCHHE BOLI EF 9 Company Reports Xerox Results Weaker Than Anticipated The New York Times 1 25 1996 Late edition Section D Page 5 Column 1 Business Financial Desk 10 1997 CEO T
78. F Ean Simon 1993 2006 2007
79. R 14 E A BK BRAY 15 2005 2005 pp 64 98
80. Wise and Baumgartner 1999 Oliva and Kallenberg 2003 Davies 2007 ORR el COASTS Loree Atk 5 Baines et al 2009 Baines and Lightfoot 2013 pp 79 100 X 2 ER 1 EL v
81. 2011 2 H 17 H amp p 88 91 67 H GM M amp A 2009 7 1 1 68 F 2009 7 2 5 MFP KAH GJ 4 2 2013 7 H 10H 19 123 89 10 70
82. n
83. 4 1 69 2007 08 2011 12 tt Global Imaging System 2008 2011 12 70 Affiliated Computer Services ACS IT Bat WE m Hm 65 Xerox Alters Tack to Win Business Back The New York Times 5 1 2003 Late edition Section C Column 1 Business Financial Desk Pg 5 66 Xerox Profit Doubles but Falls Short of Estimates The New York Times 1 26 2005 Late edition Final Section C
84. 1 3 3 4 5 D dU Rs
85. 1997 HP Mopier 18 14 HP SOHO 15 1 17 IBM Richard Thoman chief operating officer 18 12 Company News Canon To Offer Soft
86. Windahl and Lakemond 2006 GRAAT Dp 51 8 9 Actor Dyad Portfolio ee o o NC 2 Z e o o o gt e e o oe NS e e o o o eo e N e Connected Relations Network Ritter et al 2004 X 3 10 8Sludgeproject Business Consultants Software Partner Research Organization Wastewater Treatment Plant Windahl and Lakemond 2006 52 x 3 2 Windahl and Lakemond 2006 Eia X 3 HH BAJ Pett M Eu TH MT the Sludge project
87. Xerox takes road towards reinvention Amy Yee reports on the company s vision for its future in the arena of archiving and information management in the digital era Financial Times 11 4 2004 Companies the Americas Pg 30 2005 Goldman Sacks FinancialTimes Xerox runs off a new blueprint The copier company has turned itself around but now needs to grow Simon London speaks to Anne Mulcahy its straight talking CEO Financial Times 9 23 2005 Business Life Pg 13 100 54 2008 MDS MPS 55 2009 IT HP 56 2010
88. moo JA 4 CVV Sg TEES EDP ce x fus D WG Qr amp gt Ge amp as XE X MZ tH THI EK EGER Jo meg i E s ESECCAS Du H H E e pue Sem 2 90
89. Yin 1996 pp 7 19 Eisenhardt 1989 Borch and Arthur 1995 A 2008 2012
90. OM 4 TT 2009 E75H I9 H 9 23 12 OEM 1998 2 1 7 24 1998 2 1 7 25 TOB lt T 2000 12 01 21 ff 26 2000 12 1 12 ifi U a IT S 2006 11 21H 7
91. 50 2 140 49 mom 20038 H 25 TH E 10 3 1 18 2008 f SE X 3 0 th f 2012 179 2012 A RAGE WK 2000 p x AR NE 2001
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93. 8 A EA AS 9 ri TW ZS ri 0A M ML te OA OA 10 Rey IZAT A RAER ELE Be eee E
94. R Sawhney 2006 Evanschitzky et al 20 ib integrated solutions Davies 2004 Brady et 11 BOSS EL Hic k al 2005 Davies 2004 Spekman and Carraway 2006 Tuli et al 2007 Ulaga and Eggert 2006 Storbacka 2011 Tuli et al 2007 p 14
95. 6000 0 20 mc ED pmo pU queveu uo b es cem imo o ELS Wise and Baumgartner 1999 i Mathe and Shapiro 1993 p 33 Gebauer and Friedli 2005 Mathieu 2001
96. A P t Industry of T t jd Buyer Deal type Ris Terms USD Target 0 Details of Target company 2 a ae Miscellaneous Provides document management 6 14 2006 Xerox Corp Acquisition 100 174 000 000 Amici LLC Services services Internet Computer Provides electronic document re Xerox Mortgage 2 9 12 2007 Xerox Corp Acquisition 100 30 000 000 services Software collaboration to the mortgage B Supplies amp industry Services x Corp Global Pr cision CODE Miscell Provides computer and office erox Corp Globa recision Copier iscellaneous 7 18 2008 P Acquisition 100 Not disclosed P machine repair and maintenance Imaging Systems Inc Service Inc Services j services Affiliated Computer Services Inc Internet offers business process outsourcing Affiliated Computer Computer support in areas that bs finance 9 8 2009 Xerox Corp Acquisition 100 6 200 300 000 Services ne Software human resources information ices Inc Supplies amp technology transaction processing Services and customer care with offerings in over 100 countries 10 15 201 Xerox Corp Affiliated 1 A Provides relationship marketing i Diverstiture 00 48 000 000 TMS Health LLC Health Services 0 Computer Services Inc solutions SEM 5 25 2010 Xerox Corp A iliated Diverstiture 00 125 000 0
97. EC 8 Y Gebauer et al 2008 Gebauer et al 2008
98. 1 Baines and Lightfoot 2013 p xi 23 8 Wise and Baumgartner 1999
99. eT Oe IH em v VS Ee 30 W A IDE 1 WEN E
100. A II 2005 10 1 e H IBM A A a RE 15 2 IBM 2000 5 9 H 16 H 9 Cu AL iH m D H FI OR STY EK T HHH RTS http www r ts co jp about rts 2014 3 F EU ux WX RI 6 26
101. et al 2011 4403 EX 5 Evaschitzky 4
102. MPS iX Mont 2000 Aston Business School 20183 MPS 2000 EE MPS 1 MPS MPS ii MPS MPS
103. nu orl 7 c 11 ue 144 Windahl and Lakemond 2006
104. Tuli et al 2007 Gebauer et al 2005 Mathieu 2001 Oliva and Kallenberg 2008 Windahl and Lakemond 2006 Windahl and Lakemond 2010 Swift 1995 Swift and Coe 1994 Matthysens and Vandenbempt 1998 Ol
105. 5 Galbraith 2002 5 14 2 0 Frambach et al 1997
106. QM Cs t 3 20094 9 H 17 19 ifi 71 MPS KF TARE 2009 10 15 5 72 News Edge 2009 10 28 H 24 733 1 5 20104 9 H 8H 5 2010 4 1 11
107. 13 RER RELY RA I 2012 ms H 2700 A H 13 i 51 E HA S 1994 gt E 100 amp 2700 AH Hl o HI J 2700 A 27 Hl o i Bm E 2007 MPS 37
108. KE 2009 2014 pp 5 9 2014 p 5 6 2 Baines and Lightfoot 2013 p xi 6
109. ADRS ANWR PE Beverland and Lindgreen 2010 Flint et al 2002 Yin 1996 pp 45 52 3 1 sr z FH 32 f LH LA Harker 1998 ay n 2 45 cf Beverland and Lindgreen 2010 the attitude to business development can be assessed from the following statement The continuing development of sales of casting to Japan the United States and Germany will be dependent upon future movements in exchange rates At levels around US 0 80 little additional business will be achieved from these countries however any drop to ar
110. 1232 44 52 2010 29 3 59 73 1992 Xerox 2010 10 58 2 12 31 IJ 50 2014 XE FE 2013 1986 oi 184 50 a E Discussion Paper Series
111. 4 5 TCO 2010 7 5 5 99 win win HI o 5 2 Produktionsleiter Manufacturing Director ProduktionsAbr Manufacturing o Account h A Kasse Casher s office 2 TJ Pa Sekretariat Administration a Wascherei Laundry b HL Anlieferung Delivery Ausgabe Expence Empfangshalle Lobby Archiv File room Ruheraum Relaxation room Mehrzwec
112. C FV VvOKE R fd 2 53 4 1 4 2 Technology Marketing Oct 2004 pN PAG 52 Canon Loosens Distribution To Try to Spur Copier Sales York Times 2 9 1999 Late edition Final Section C Page 6 Column 5 Business Financial Desk 503 Tim Andree bRO 2001 Adweek Magazine s 71 100 9 Technology On the Supply Lines of the Copier Wars The New York Times 12 14 1998 Late edition Section C Page 3 Column 1 Business Financial Desk 54 Technology On the Supply Lines of the Copier Wars 71 2000 rf 1 E uj The New The New York
113. 1 lig UR ee Vandermerwe and Rada BOT 1988 146 lt i THEREZA S Gebauer et al 2005 Storbacka 2011 2
114. 28 2000 2004 b 20138 2003
115. 18 iv MPS 836 MPS PDCA WRL Ooi Tuli et al 2007
116. Beverland and Lindgreen 2010 raw data
117. w ad 50 PN 2000 2 2H 28 p 9 1to1 ASP PC 2000 7 18 L 4 SFA 8SFEA SFA EX 4 5 pen 13 0 eCRM 2000 4 CRM 7 18 Kad Ds ru eCRM HR fio 2 ARER BIE
118. 38 E I VV 239 37 20034 7 H 16 H 12 38 62012 12 H 11H 39 95 2004 6 21 H 11 5 1 D 40
119. Gebauer et al 2005 Gebauer et al 2005 WW 9 Te C Ba at ns SE a Windahl and Lakemond 2010 Vargo and Lusch 2008 Tuli et al 2007 Sawhney 2006 holy grail
120. 11 WW eS Se TD ho ee Ow see a 97 MPS MPS 49 TORO MPS
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122. GER F 1 4 2009 p 12 4 FCA OM MIM ATS CEC E Wt KET 25 iH F Cu
123. 88 W WARI w I E oe sul E Fel F gt AH XS as np nr x Nr x a Er 33 gt
124. 43 IX BM E tis AO ls TEV H F4 Y F 38 E MITRE dom VCR
125. H O O O MPS Oliva and Kallenberg 2003 132 MPS
126. Windahl and Lakemond 2006 REBAR LB 9 Sludge project 29 rose i TY Storbacka 2011
127. Lac Vv SIRE EA ELRMMOHRChHPEF VY At 2008 86 Newcal Industries AML 2010 87 HP 2009 88 HP HP HP ER MPS 389 HP
128. 12 H 31 H NEEDS 1995 1 1 2014 12 H 31H Google Scholar poco el 29 1995 1H 1 2014 12 H 31 OPAC MPS 30 KM 31
129. 2001 ERA 41 EA 2004 EA HG 4230 2007 EA Eco 43 PxP 40 RAR MRED OW R ee a a 11 Rc EE NIS 2001 E 11 19H 14 if British Printer Setting the tone Printing world rte p 32 2 pee ue E 5e es 2004 1 7 43 REA EBco 2007 12 H 25 H Ex 96
130. 2009 T NetLibrary Em JE ER nR Hil E BB ZK EE Hep 2008 2013 ER 25 ICT 2013 10 Song X M M E Parry and 1999 1 19 2 52 61 me 20093 22 1 117 34 E 2009b T gt ER I2 37a Y DRA BET A RNa 21 2 149 66 2010 23 1 113 37 X m 3 El
131. 7 709 71 Hr 70 2014 2 17 MPS PoC proof of concept The Next Frontier for Managed Print Services How MPS will Drive Productivity and Business Transformation Credit Control 11 1 2013 Vol 34 Issue 10 11 pp36 45 71 Xerox P amp G MPS P amp G 65 104
132. act b 80 2012 pp 145 146 p 240 p 345 pp 430 433 12 1987 p 239 241 Olivetti In Copier Link With Canon Financial Times 1 20 1987 Section I Pg 1 13 Y a TIT DS AR uo 2001 11 27 26 2008 5 14H 8 14 2005 pp 64 98 15 OEM The Xerox em
133. HH RN SI Lo c L REL ft C MPS MPS MPS
134. WIL 354 51 Canon Breaks 30 Mil Copier Campaign 20083 51 1999 EN uA LE Z E
135. MPS XO8S MPS MATS 28 E wA SEA 2004 E Ue BW EAI 1
136. Eus 445 Es 17 amp 2 2 EREE Om 1 Adopting customer centric thinking involves gaining a detailed understanding of the activities a customer performs in using and operating a product through its life cycle from sale to decommissioning Davies 2004 Our most successful solutions providers worked constantly to sustain their solutions surplus by managing tensions and exploiting complementarities between client needs and capabilities Miller et al 2002 Because most products are physically highly comparable differentiation can often only be achieved by supplementing service e
137. 11973 pp 149 159 4 The Office Outcast Is Brought In From The Cold Financial Times 9 17 1987 Section I Technology Pg 15 5 1966 67 70 70 1937 2007 2012 pp 193 194 50 1978 p 16 2008 9 22 H 11 86 6 7 7 K 5 1 Financial Times 1985 1986
138. ZAB C bb AF H Evanschitzky et al 2011 Tuli et al1 2007 H
139. cf 1 Baines et al 2009 2 Lay et al 2010 Neely 2007 2008 Fang et al 2008 Gebauer 2008 Prester 2011 29 Jarvensivu and Tornroos 2010 Windahl and Lakemond 2006 83 2 3 2 4 Oliva and Kallenberg 2003 Davies 2004 Windahl and Lakem
140. 2003 Windahl and Matthyssens and Vandenbempt 2010 2014 7 1 TR RASTO ESO OCT 28 nC vH N NIAC ARDOR UENIT a yay god L Oliva and Kallenberg Lakemond 2010 2 1 7 1 7 1 MPS
141. vA gt Pre T Wik 1 ES 7
142. MPS MPS MPS 2001 2008 MPS MPS 1 A Big Red X No Longer Marks the Spot at Xerox The New York Times 1 8 2008 Late Edition Final Section C Column 0 Business Financial Desk ADVERTISING Peg 11 Enterprise Content Management The Business Case For Transformative Outsourcing Aiim E Doc 2256 57 The Next Frontier for Managed Print Services How MPS will Drive Productivity and Business Transformation Credit Control 11 1 2018 Vol 34 Issue 10 11 pp36 45
143. 2001 10 Xerox Global Services 2003 8 2004 Global Services 2005 7 2006 7 8 10 Danka 2007 11 12 2012 5 T Y 2013 1986 5 8
144. MPS 6566 MPS 2009 6 deu ur a RIV SF FAY Re OAR IC SSMS CH Se COTE HBS xx AS 65 MPS M amp A EA AS H 2009
145. IT Oe EN a Co dog uc idc dolet Ec HO I pee pps 1 2001 5 9 17 2005 1 7 3 18 R IT IT ur ou iq cM d ME Aq FREU KE IT
146. 105 5 3 B pav 1955 week Ne fiors 1971 11 19603 no Ne 19865 4 19787 No ior ess Leer No 7 1986 1990 9 206 we 7 19994 no 30711 ne 1991 4 no ms No 7 EET wo 303 Ms LX T Yes Soa WE 1955 7 NN sl 1971 11 19603 Nes 1 19865 19787 AMA O 19389 Yes 1986 4 EU P RENI 19909 Yes O Yes O te No O EL NEM No 01 No No No No No No No No No No N LI 2000 3 2007412 No 19914 No No No Ne
147. 12 H 13 30 m n X 2012 3 i 12 14 Hl m 2012 f l i _ Ho 156 Ansoff Igor H 1965 Corporate Strategy McGraw Hill JA H ARI 4E 1969 Auerswald Philip E and Lewis M Branscomb 2003 Valleys of death and darwinian seas financing the invention to innovation transition in the United States The Journal of Technology Transfer 28 3 4 22 1589 Baines Tim S Howard W Lightfoot O Benedettini and J M Kay 2009 The servitization of manufacturing A review of literature and reflection on future challenges Journal of Manufacturing Technology Management Baines Tim S and Howard W Lightfoot 2013 Made to serve how manufacturers can compete through servitization and product service systems John Wiley amp Sons Bak
148. 2003 E 2004 2003 3 1 2004 4 E EVA T mug m c m z c DE Qr IW m Qr is Ex H 58 Global Imaging focuses on middle St Petersburg Times October 27 2000 Friday 0 South Pinellas edition 59 2008 1980 450 Ricoh to buy Malvern s Ikon Office Solutions The Philadelphia Inquirer 8 28 2008 CITY D edition Business P com Biz Pg C01 60 Danka pictures a strong recovery 3 13 2001 0 South Pinellas edition Business Pg 1E For three new execs a chance to prove themselves in 2004 St Petersburg Times Florida 3 15 2004 0 South Pinellas edition Business Pg 1D Sale may cut Danka in half St Petersburg Times Florida 9 29 2006 1 edition Business Pg 1D Danka Is Sold For 240M St Petersburg Times Florida 2008 4 9 0 South Pinellas edition 61 Xerox Posts Return to Profits but
149. EE v 4 JD MPS HORE dg NN OO ae uu ey Ye 4 uy POS TI HE ls z ta n 2 o p e pg c MPS
150. Me E 130 HJ T 200 MPS A d 5 MPS MPS 0 IT IT
151. a SOHO 10 New Xerox strategy lets market not technology set pace The Denver Post 4 15 1997 2nd edition Business Pg C 05 11 1996 Company Reports Xerox Net Rose 23 1 In 2d Quarter The New York Times 1 26 1996 Late edition Section D Page 2 Column 5 Business Financial Desk 61 The New York Times 1996 12
152. 2004 163 Hill Christopher T and James M Utterback 1979 Technological Innovation for a Dynamic Economy Pergamon Press Hippel Eric von 1994 Sticky information and the locus of problem solving implications for innovation Management Science 40 4 429 489 Hirschman Elizabeth C 1986 Humanistic inquiry in marketing research philosophy method and criteria Journal of Marketing Research 23 3 237 49 Hirschman Elizabeth C and Morris B Holbrook 1982 Hedonic consumption emerging concepts methods and propositions Journal of Marketing 46 3 92 101 Hakansson Hakan and Ivan Snehota 1995 Developing Relationships in Business Networks Routledge Jick Todd D 1979 Mixing qualitative and quantitative methods triangulation in action Administrative Science Quarterly 24 4 602 11 Johnston Robert 2001 Linking complaint management to profit International Journal of Service Industry Management 12 1 60 69 J rvensivu Timo and Jan ke T rnroos 2010 Case study research with moderate constructionism conceptualization and practical illustration Industrial Marketing Management 39 1 100 08 Kearns David T and David Nadler 1993 Prophets in the Dark How Xerox reinvented itself and beat back the Japanese Harper Busin
153. 137 T iv Bp x mo PREC Se E b 1
154. 5 IN Xerox Tumbles After Warning St Petersburg Times Florida 10 4 2000 0 South Pinellas edition Business Briefly Pg 2E Vultures Circling With 3 2B Value Xerox Looks Like Takeover Target The New York Post 12 22 2000 All editions Pg 040 Ailing Xerox Retains Bankruptcy Experts The New York Post 1 9 2001 All editions Pg 036 Xerox Denies Hiring Bankruptcy Adviser Company Says Firm Was Brought On To Discuss Liquidy And Cash flow Issues St Louis Post Dispatch Missouri 1 10 2001 Five Star Lift edition Business Pg Cl Xerox Confirms Blackstone Hire Stock Sinks The New York Post 1 10 2001 All editions Pg 034 35 Upbeat Xerox Reports Lower Than Expected Loss in First Quarter The New York Times 4 20 2001 Late edition Section C Column 2 Business Financial Desk Pg 1 36 2001 2002 RA
155. In many manufacturing sectors revenues from downstream activities now represent ten to 30 times the annual dollar volume of the underlying product sales Wise and Baumgartner 1999 Marketing opportunities can be understood as better services for selling more products Gebauer and Friedli These competencies are coproduced between the service provider and customer serve as a resource position barrier and can be translated into an entry barrier for competitors Gebauer et al 2008
156. Pano Oe Pre amp By Storbacka 2011 11 C Windahl and Lakemond 2006
157. 90 Anne Mulcahy
158. 60 2 1 20 2005 1 53 3 120 40 1982 2005 174 FS Fl 2009 2004 100 E FR 2009 2003 2012 1993 TEZ ha AER MOT 2009 2012
159. 2005a 192 3 25 39 E p 2005b 2008 22 15 26 2009 17 4 4 15 20100 201 6 85 104 2011 88 fnac 30 4 92 107 2014
160. 2007 2008 380 MPS E LO AE How BAG Cee IT IMPS EL o E 100 5 80 ED 12 Es pp 62 67
161. Global Imaging 46 USA 2009 10 2009 11 20 H U mp ee 114 Hy 5 30 HESSE HP 5 mo 56 Ricoh to buy Malvern s Ikon Office Solutions The Philadelphia Inquirer 8 28 2008 CITY D edition Business P com Biz Pg C01 57 Poised to expand its realm Its main rival weakened Ikon is mounting a sales force in 12 big cities The Philadelphia Inquirer 11 23 2002 Saturday CITY D EDITION Business Pg C01 73
162. 2014 2H 17E k09 103 K 5 3 2009 2010 2011 2012 mAAR 2000 x 5 3 E
163. C T 2 TWH B 5 2 Qr 7
164. L 3 3 3 TH AE XB 3 22 j ES 10 K SPEEDA 238 Al FT 1999 2013 4 KF ux Al 2i Fr 1999 2013 KF ux 25 o 7 F H 2i FT 22
165. 0 Evanschitzky et al 2011 VandermerweandRada 1988 Db Dna 49 2 1 Baines et al 2009 ji Gi
166. 5 1 1985 6 2117 23 4 13 2 ca 23 28 8 2117 38 The Office Outcast Is Brought In From The Cold Financial Times 9 17 1987 Section I Technology Pg 15 1985 85 6 Kearns and Nadler 1993 7 The Xerox empire strikes back Financial Times 3 12 1982 Section I Pg 17 8 Access to the European market Some original ideas on the limits to free trade Financial Times 2 10 1989 Section I Pg 13 87 1983 1988 1987 Olivetti 1983 1986 Develop L 9
167. 55 1 CEO The Systems H blk E3 fl fH 55 BE tt RIC lt 9 2 A ri
168. 41 All editions Pg 040 Company News Xerox To Cut 1 500 Jobs And Some Products The New York Times 6 15 2001 Late edition Section C Column 1 Business Financial Desk Pg 4 38 Company News Xerox Says Flextronics Will Buy A Manufacturing Unit The New York Times 10 3 2001 Late edition Section C Column 1 Business Financial Desk Pg 4 39 2001 3 5096 2001 3 7 1 Business Briefs Xerox deal The New York Post 3 7 2001 Sport Late City Final Pg 028 Xerox to Sell Half of Its Stake In Fuji Xerox for 1 3 Billion The New York Times 3 7 2001 Late edition Section C Column 5 Business Financial Desk Pg 6 40 1995 1996 Company News Prices on Some Copiers to Be Raised by
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170. MPS 30 2005 8 34 1998 1 9 H 15 Hl o 7 27 Mulcahy Kb IBM EDS IT di 28 gital era r Td oou es road towards reinvention Amy Yee reports on the company s vision for its future in the arena of archiving and information management in the Financial Times 11 4 2004 London edition 1 Companies the Americas Pg 30 o 4 12H 5 As pp 82 85 2000 116 Xerox takes
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277. 1996 zi Golder Peter N 2000 Historical method in marketing research with new evidence on long term market share stability Journal of Marketing Research 37 2 156 172 Gosselin Derrick and Aim Heene 2000 A competence based analysis of key account management implications for a customer focused organization Proceedings of the 5th International Conference on Competence Based Management 2000 Helsinki University of Technology Espoo Helsinki Finland Hamel Gary and C K Prahalad 1994 Competing for the Future Harvard Business SchoolPress OR 2001 Handley J C M L Schneider V Ciriza and J Earl 2010 Extreme 1 volume detection for managed print services in Machine Learning and Applications ICMLA 2010 Ninth International Conference Harker Michael 1998 The role of marketing in the company turnaround process Industrial Marketing Management 27 4 315 27 Heskett James L W Earl Sasser and Leonard A Schlesinger 2003 The Value Profit Chain Treat employees like customers and customers like employees Free Press
278. J2007 11 H Hf 1999 4 M T 1999 4 SE mdi IT LA 27 H 12 Rv 12 14 27H Ee IT H 30 4 E HE 57 5896 X VAT pp 32 34 E SE 1IT IT J 2001 11 27 B 26 13 2005 6 32
279. 1998 A 20 Docutech 1990 1994 10 Xerox Is Introducing a Line Of Digital Copier Printers The New York Times 10 13 1995 Late edition Section D Page 8 Column 1 Business Financial Desk Docutech Homers Out of the PARC From Xerox s Calif Lab the Information Age Sprang The Washington Post 9 13 1995 Final Edition Financial Pg F01 21 Xerox Is Offering a New Category of Color Printer The New York Times 4 29 1996 Late edition Section D Page 23 Column 1 Business Financial Desk
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328. York Times 3 7 2001 Late edition Section C Column 5 Business Financial Desk Pg 6 31 Xerox Considers Moving Its Headquarters St Louis Post Dispatch Missouri 4 2 2001 Five Star Lift edition Business Pg 4 Xerox Chief Is Fired After Only 13 Months On The Job St Louis Post Dispatch Missouri 5 12 2000 Five Star Lift edition Business Pg C10 Copier giant s dominance fades Share price plummets on cash flow woes earnings troubles USA TODAY 10 23 2000 Final edition Money Pg 1B 32 Xerox Confirms Blackstone Hire Stock Sinks The New York Post 1 10 2001 All editions Pg 034 Xerox shares tumble as auditor delays OK USA TODAY 4 4 2001 Final edition Money Pg 2B 33 Xerox Alters Tack to Win Business Back The New York Times 5 1 2003 Late edition Final Section C Column 1 Business Financial Desk Pg 5 34 HP The Ticker Xerox Rises On Takeover Talks With HP Canon Daily News New York 9 16 2000 Sports Final edition Business Pg 41 Xerox Releases Warning About a 3rd Quarter Loss The New York Times 10 3 2000 Late edition Final Section C Page 2 Column 5 Business Financial Desk 65 2000 5 IBM
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333. 3 to 8 The New York Times 7 13 1995 Late edition Section 1 Page 39 Column 1 Business Financial Desk Company News Copy Machine Makers Is Raising Prices The New York Times 1 27 1996 Late edition Section 1 Page 35 Column 1 Business Financial Desk Technology On the Supply Lines of the Copier Wars The New York Times 12 14 1998 Late edition Section C Page 3 Column 1 Business Financial Desk Seeking Core Business Survival Xerox to Sell Many Operations The New York Times 10 25 2000 Late edition Final Correction Appended Section C Page 1 Column 2 Business Financial Desk 41 Xerox Posts Return to Profits but Wall Street Stays Cautious The New York Times July 29 2008 Late edition Final Section C Column 1 Business Financial Desk Pg 3 Private Sector An Apparent Heir at Xerox The New York Times 6 1 2008 Late edition Section 3 Column 4 Money and Business Financial Desk Pg 2 67
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338. Column 4 Business Financial Desk Pg 14 67 Xerox Posts Return to Profits but Wall Street Stays Cautious The New York Times 1 29 2003 Late edition Section C Column 1 Business Financial Desk Pg 3 Former Xerox Officials Settle Case 22 Million Deal With SEC Stems From Accounting Charges The Washington Post 6 6 2003 Final edition Financial Pg E02 68 Former KPMG Partner Settles in Xerox Case The New York Times 10 7 2005 Late edition Section C Column 1 Business Financial Desk Pg 2 69 CEO Anne Mulcahey Xerox to Buy an Office Supplier In Move to Serve Small Business The New York Times 4 3 2007 Late edition Final Section C Column 4 Business Financial Desk Pg 11 70 4 1 Mergerstat M amp A Database 3 3 76 Affiliated Computer Services tt eM 64
339. Corp Acquisition 00 Not disclosed LearnSomething Inc Servi and compliance products ervices 50 employees Zeno Office nstruments amp Provides copiers printers mailing 4 11 2013 Xerox Corp Acquisition 00 60 000 000 Ne ne Photographic and document management solutions Equipment over 300 employees Mergerstat M amp ADatabase 80 K EE 7 78 1 7500 838 TI Le 279 80 81 a4 it 4g 134459 2007 CORAT ASN
340. D Page 8 Column 1 Business Financial Desk 7 Xerox to Consolidate Units To Speed Decision Making The New York Times 12 20 1995 Late edition Section D Page 7 Column 5 Business Financial Desk 8 In Brief The Denver Post 12 19 1995 2nd edition Business Pg D 01 60 Barry D Romeril Xerox s chief financial officer 9 E 10
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342. Term Growth for Color Laser Printers and MFPs in EMEA as Uncertain Economic Conditions Persist says IDC M2 Press Wire 9 10 2009 64 2006 46H 7 A 13 240 2006 10 13 12 ifi 65 2006 11 6 7 66 2014 2 1 102
343. Workflow Solutions Customers to benefit from Canon s cutting edge corporate multifunction device technologies and service and support capability while leveraging HP s enterprise leadership in the areas of network printing printer management and workflow solution ENP Newswire 9 15 2009 57 Canon launches global Managed Document Services initiative New global support for the creation and management of high quality consistent document input output environments ENP Newswire 9 17 2010 58 Ricoh Europe Ricoh delivers next generation print to Unilever across Europe M2 Press Wire 9 17 2009 59 j 2010 F 10 H A H pp 42 46 2006 11 H 6 H 7 2014 Y Canon Signs Global Partnership with Volkswagen for Managed Print Services ENP Newswire 5 15 2014 60 Bl 2011 10 25 H 22m
344. core competence of the corporation Harvard Business Review 68 3 79 91 Prester Jasna 2011 Servitization as a strategy for survival evidence from a small European country in Proceedings of the 2011 168 18th International Annual EurOMA Conference Quintens Lieven and Paul Matthyssens 2010 Involving the process dimensions of time in case based research Industrial Marketing Management 39 1 91 99 Read Stuart Nick Dew Saras D Sarasvathy Michael Song and Robert Wiltbank 2009 Marketing under uncertainty the logic of an effectual approach Journal of Marketing 73 3 1 18 Ritter Thomas 2000 A framework for analyzing interconnectedness of relationships Industrial Marketing Management 29 4 317 26 Ritter Thomas Ian F Wilkinson and Wesley J Johnston 2004 Managing in complex business networks Industrial Marketing Management 33 3 175 83 Sarasvathy Saras D 2001 Causation and effectuation Toward a theoretical shift from economic inevitability to entrepreneurial contingency Academy of Management Review 26 2 243 63 Sarasvathy Saras D 2008 Effectuation Elements of entrepreneurial expertise Edward Elgar Sawhney Mohanbir 2006 Going beyond the product in Lusch Robert F and Stephen L Vargo ed The service dominant logic of marketing Sharpe 365 80 Schumpeter Joseph Alois and Bruce A McDaniel 2010 The Nature and Essence of Economi
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347. 00 ExcellerateHRO iscellancous rovides human resources Computer Services Inc Corp Services outsourcing services 11 29 201 Xerox Corp Affiliated The Breakawa Provides healthcare technolo 23 i Acquisition 00 Not disclosed y Health Services By i 1 Computer Services Inc Group Inc solutions Provides outsourcing services for Xerox Corp Affiliated p iscellaneous HERRERA 10 4 2011 Diverstiture 00 Not disclosed Symcor LP inancial institutions established in i Computer Services Inc Services 2005 1500 employees C X Affiliated bas ind Provides web based clinical erox Corp iliate oftware 3 21 2011 j Acquisition 00 Not disclosed CredenceHealth Inc RAM intelligence solutions for the Computer Services Inc Supplies amp j healthcare industry Services Computer 8 1 201 Xerox Corp A iliated Acquisition 00 Not disclosed Innova Consulting Software Provides EM process outsourcing Computer Services Inc Co Inc Supplies amp support services Services Computer 7 18 2011 Xerox Corp Global Acquisition 00 Not disclosed als Technology Software Provides managed financial Imaging Systems Inc solutions Inc Supplies amp information technology services Services Rest t 12 20 201 p renee iscellaneous 2 Xerox Corp Diverstiture 00 Not disclosed Technology Services ses Provides service desk support services LLC A Provides multimedia training services T A iscellaneous i 6 5 2013 Xerox
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352. 7 9 Ricoh to buy Malvern s Ikon Office Solutions The Philadelphia Inquirer 28 Aug 08 CITY D Edition BUSINESS P com Biz Pg C01 Ricoh to acquire IKON office solutions American Printer 2008 10 1 p 14 49 120 2009 4 3 H 13 uu 50 MPS FE 5s1 52 53 1998 4 1 1000 54 2001 10 2 600
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354. 989 2008 7H 28 26m dco LEE 200r Eee OO EY g 20084 1 H 11 7M 80 Ricoh to buy Malvern s Ikon Office Solutions The Philadelphia Inquirer 8 28 2008 CITY D edition Business P com Biz Pg C01 lg mr 81 1 3 10 8 A 2010 10 2008 ir RE tk Hr iH 3 H 4 225 A FS ML k ETZ g
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356. City D edition Business Pg C01 3 Original Thinking for a Digital Xerox As Markets Shift a Technology Pioneer Harvests the Fruits of Innovation The New York Times 4 15 1997 Late edition Section D Page 1 Column 2 Business Financial Desk Investors despite their reaction late Friday had calmed down by yesterday Instead of plunging further in response to the analysts downgrades Xerox s shares rose 1 0625 to 21 125 Xerox has a tremendous customer base and those customers will give them time to get their act together before they switch to competitors said Hadley Reynolds director of research for the Delphi Group a document processing industry consulting firm in Boston Xerox Shares Shake Off Friday s Jitters The New York Times 12 14 1999 Late edition Final Section C Page 2 Column 4 Business Financial Desk Technology On the Supply Lines of the Copier Wars The New York Times 12 14 1998 Late edition Section C Page 3 Column 1 Business Financial Desk Xerox Chief Is Fired After Only 13 Months On The Job St Louis Post Dispatch Missouri 5 12 2000 Five Star Lift edition Busine
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379. itan Desk Xerox Is Shifting Focus to Digital Products The New York Times 1 8 1999 Late edition Final Section C Page 17 Column 1 Business Financial Desk Near the Apex At Xerox and Loving the Hill The New York Times 5 13 2000 Late edition Final Section C Page 1 Column 5 Business Financial Desk 2 Competition spurs 9 000 Xerox cuts The Denver Post 4 8 1998 2nd edition Business Pg C 03 Xerox Says It Will Cut 9 000 Jobs Plant Closing Are Included In Restructuring St Louis Post Dispatch Missouri 4 8 1998 Five Star Lift edition Business Pg C12 Reinventing Xerox Corp Success Mirrors Efforts Across Corporate America The Washington Post 6 29 1998 Final edition A section Pg A01 Joint Document Management System for I B M and Xerox The New York Times 9 10 1998 Late edition Section C Page 5 Column 1 Business Financial Desk Technology On the Supply Lines of the Copier Wars The New York Times 12 14 1998 Late edition Section C Page 3 Column 1 Business Financial Desk The Fading Copier King Xerox Has Failed to Capitalize on Its Own Innovations The New York Times 10 19 2000 Late edition Final Section C Page 1 Column 2 Business Financial Desk The Xerox Repairwoman Anne Mulcahy s Trying To Fix The One time Money Machine The New York Post 11 26 2000 All editions Pg 056 Poised to expand its realm Its main rival weakened Ikon is mounting
380. iva and Kallenberg 2003 2 4 Ulga and Eggert 2006 Matthysens and Vandenbempt 2008 Windahl and Lakemond 2006 4 Qr 7 24 2 4 Suonnjos JO 946 3J05 9 Iqouu SUJJI OT AIlIdBIE2S pue A IlIdB1eadaJ jo pue Suipji
381. kraum Multi purpose room Produktions ie Uberweg mit 5t befahrbar b Produktions leiter NEM elg Wascherei ei Kasse Mehrzweckraum Ruheraum Empfangs halle En EN Mte TT CE 2001 Global Services MPS MPS 2004 Global Services MPS 53 90 2005 X 53 Global Services Mulcahey
382. lements to the tangible product Frambach et al 1997 They change the focus of the value proposition for the end user from product efficacy whether the product works to the product s efficiency and effectiveness within all customer processes Gebauer and Fleisch 2007 Owing to the ability of service providers to customize offerings customize support and create personal relationships such services can act as loyalty agents that contribute to increased future business because the business flow will depend on the relationship flow and therefore on keeping or increasing loyalty of customers Correa et al 2007 Finally by multiplying opportunities for contacts between the producer and the customer a service can be a means of gaining insight into changes in customer requirements putting the supplier in a good position to propose other products orservices Malleret 2006
383. ngqdius JaUIUOEUU SJaulojsno palioads palji2ads 10N YUM M3IAJa1UI sessa20Jd aui 104 SUON E32 pue Sunuud je1I8ID 21u04323 8 paljioads JON TTOZ amp 2eqJo1s pue SUUJJ e904 JON eAHonpqv saiiyiqedes wiojjejd uonnjos JOA13u o81e seqni Jaddo y Jo 3 OJ eui Pa1U8IIH8IH SnJ1 341pj40j 8UIUIUU 03 payejay UIBU anjeA SJallB1SUI pue y ui Alleula1xa pue Ajjeusajul nsnput id SJalBsaIOUW ejep Apns Sjueuiugije JO 3OUB1JOdUUI je21uu2a1 waquapue sa sJeaA OT V N 800 1 ejnueuJ eA eJjeu uo paseq IB1uaula8pn jeuipniiSuo y 8uisodoud 8a BJJs OJ123 3 pue uley Alddns ssa2OJd uonisueJi days Aq days yong ayy suassAune w jo Auiouoxei y pedo a eq JaIIddns pue saIdBIJEA JaUJO Sn u1oq J3uJo shn pue Jallddns uo u1oq UJOJJ Siadeuew salJ SnDUI Jau1o 3UUOS S139WO SNI paljioads spuadap U2IUM Jo sseuaAnajje 9 palyioads 3oN YOT IA pue saoIAJ3S jeloueuls 98e sa payloads JON 00Z yey unir pue suJJlJ e20J JON au sessa oJd euonejaJ 1UaUJUJgAO8 pue jajddns Jo ndJ1SID JOWIOISND Way e20 JO 1au ssauisng w41 2904 Jawoysno pue w1 e29 sisAjeue Jo Hun yoda 1uegjnsuoo aui ui pauljap sejes jeuonounj palji2ads JON 38e uEADB nd woo suryse Aq dnoJ8 sn20 ut sJuediOnJed y Ad jeyusuieSpnf 1U9UJSS9SSE 9JUBUJJO J9J E UJ eJjaull dno48 sno pue AaIAJa1UI uideq pnis ase pnis ase 1210 ut sjuedioied 6 UUM 3IAJg1UI dno48 sn204 pou1eui
384. nufacturing and traditional service sector activities Verstrepen and van Den Berg 1999 Adding extra service components to core products Robinson e al 2002 An integrated bundle of both goods and services Lewis et al 2004 Any strategy that seeks to change the way in which a product functionality is delivered to its markets Ward and Graves 2005 Increasing the range of services offered by a manufacturer Ren and Gregory 2007 A change process wherein manufacturing companies embrace Service orientation and or develop more and better services with the aim to satisfy customer s needs achieve competitive advantages and enhance firm performance Baines et al 2009 Velamuri 2013 3 15 Evanschitzky et al 2011 hybrid products offerings product service systems product service bundles solutions 8 AL
385. ny HMC in the automobile industry Journal of Cleaner Production 19 11 1216 23 Leonard Barton Dorothy Core capabilities and core rigidities A 165 paradox in managing new product development Strategic Management Journal 13 S1 111 25 Levinthal Daniel A and James G March 1993 The myopia of learning Strategic Management Journal 14 S2 95 112 Levitt Theodore 1960 Marketing myopia Harvard Business Review 38 4 45 56 Levitt Theodore 1981 Marketing intangible products and product intangibles Cornell Hotel and Restaurant Administration Quarterly 22 2 37 44 Lieberman Marvin B and David B Montgomery 1998 First mover dis advantages retrospective and link with the resource based view Strategic Management Journal 19 12 1111 25 Malleret V ronique 2006 Value creation through service offers European Management Journal 24 1 106 16 March James G 1991 Exploration and exploitation in organizational learning Organization science 2 1 71 87 Mathieu Val rie 2001 Service strategies within the manufacturing sector benefits costs and partnership International Journal of Service Industry Management 125 451 475 Matthyssens P and K Vandenbempt 2008 Moving from basic offerings to value added solutions strategies barriers and alignment Industrial Marketing Management 37 3 316 28 2010 Service addition as business marke
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389. pire strikes back Financial Times 3 12 1982 Section I Pg 17 PPC 3 1982 2 12 8m OEM H 80 SHO OEM 7 9 1988 5 10 1 ifi ES 89 BR y a E 90 93 EU EI Y y BE Hg BR E e W
390. s International Pg 22 53 2001 Bia He Boo M MOAR 2008 4 28 H 9 54 Ikon Settles Suits For 111 Million The New York Times 11 25 1999 Late Edition Final Section C Page 16 Column 4 Business Financial Desk 55 Ailing Ikon retreats It will lay off 1 500 shed its operation in Mexico and realign other business units to cut costs The Philadelphia Inquirer 3 2 2005 City D Edition BUSINESS Pg C01 56 2003 8 5 Fan Ba1 Baa3 Business News in Brief The Philadelphia Inquirer 5 21 2003 City D Edition BUSINESS Pg C03 57 Ikon to sell financing arm to GE for 1 5 billion The Chester County document manager said the profitable unit was hurting its stock price
391. ss Pg C10 59 Es 1 1995 1995 10 Xerox Document Centre 5 6 12 7 8 8 8 383
392. st The New York Times 12 22 2000 Late edition Final Section C Page 2 Column 5 Business Financial Desk 26 Seeking Core Business Survival Xerox to Sell Many Operations The New York Times 10 25 2000 Late edition Final Correction Appended Section C Page 1 Column 2 Business Financial Desk 27 Copier giant s dominance fades Share price plummets on cash flow woes earnings troubles USA TODAY 10 23 2000 Final edition Money Pg 1B 28 Again Xerox Warns Wall St About Its Quarterly Earnings The New York Times 6 17 2000 Late edition Final Section C Page 3 Column 5 Business Financial Desk 40 Profit at Xerox Fell 11 in Third Quarter The New York Times 10 19 1999 Late edition Final Section C Page 10 Column 4 Business Financial Desk 29 Xerox employees in Atlanta are expected to be affected by work force reduction T he Atlanta Journal and Constitution 4 1 2000 Home edition Business Pg 5F 64 MPS 90 2001 EZ 12 1999 64 6 ERLE
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394. ts Business Group Operations O Mo C d 2 Xerox Is Shifting Focus to Digital Products The New York Times 1 8 1999 Late edition Final Section C Page 17 Column 1 Business Financial Desk Xerox Warns That Results Will Be Short Of Projections The New York Times 10 9 1999 Late edition Final Section C Page 1 Column 5 Business Financial Desk 23 The Xerox Repairwoman Anne Mulcahy s Trying To Fix The One time Money Machine The New York Post 11 26 2000 All editions Pg 056 68 24 25 26 27
395. typesetter industry Strategic Management Journal 18 81 119 42 171 Tuli Kapil R Ajay K Kohli and Sundar G Bharadwaj 2013 Rethinking customer solutions from product bundles to relational processes Journal of Marketing 71 3 1 17 Utterback James M 2006 Design inspired Innovation World Scientiific Utterback James M 1994 Mastering the Dynamics of Innovation How companies can seize opportunities in the face of technological change Harvard Business School Press AR 1998 Vandermerwe Sandra and Juan Rada 1988 Servitization of business adding value by adding services Zuropean Management Journal 6 4 314 24 Vargo Stephen L and Robert F Lusch 2008 Service dominant logic continuing the evolution Journalofthe Academy of Marketing Science 86 1 1 10 Velamuri Vivek K 2013 Hybrid Value Creation Springer Gabler von Hippel E and G von Krogh 2003 Open source software and the private collective innovation model Issues for organization science Organization Science 14 2 209 23 von Hippel Eric Nikolaus Franke and Reinhard Pr gl 2009 Pyramiding Efficient search for rare subjects Research Policy 38 9 1397 1406 Wernerfelt Birger 1984 A resource based view of the firm Strategic Management Journal 5
396. u 1 Be Bike Cle Lite Oo CWE ba j 2009 7 2 5 20094 5 H 29 H 5 2009 5 29 11 ili 70 KK 3
397. ulation through multiple sources of data or interviews Jo X 3 83 RZ FI ZAY pes 33 2 Providing readers with a BAR chain of evidence using cross case tables or quotes from informants 3 Allowing NIA interviewees to review the draft 2014 2 6 case and give feedback 2014 2 H Internal 1 Pattern validity matching YR through cross case analysis 2 Searching for
398. ware And Announce Alliances7 The New York Times 5 16 1996 Late edition Final Section D Page 4 Column 1 Business Financial Desk 13 Original Thinking for a Digital Xerox As Markets Shift a Technology Pioneer Harvests the Fruits of Innovation The New York Times 4 15 1997 Late edition Section D Page 1 Column 2 Business Financial Desk 14 Technology On the Supply Lines of the Copier Wars The New York Times 12 14 1998 Late edition Section C Page 3 Column 1 Business Financial Desk Role Reversal Now Xerox Is Making Printers and Hewlett Packard Is Making Copiers The New York Times 9 29 1997 Late edition Section D Page 14 Column 1 Business Financial Desk 15 New Xerox strategy lets market not technology set pace The Denver Post 4 15 1997 2nd edition Business Pg C 05 Xerox unveils latest product after in the office testing The Atlanta Journal Constitution 4 16 1997 All editions Business Pg 03F 16 Xerox Is Set to Introduce Its First Household Product The New York Times 8 18 1997 Late edition Section D Page 9 Column 5 Business Financial Desk Updates Media and Technology Hewlett Packard Plans To Introduce Today A Fax Printer Copier The New York Times 4 25 1997 Late edition Section D Page 9 Column 5 Business Financial Desk 17 Role Reversal Now Xerox Is Making Printers and Hewlett Packard Is Making Copiers The New York Times 9 29 1997 Late e

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