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Systematic Service Internationalization Processes: The Case of M-ALPHA

  • Sandra Bennewitz
  • Ute Reuter
  • Michael Prilla
  • Wolfgang Burr
  • Thomas Herrmann

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.

Keywords

Service Process Service Module Method Component Service Offering Index Cluster 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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References

  1. Hummel, B. (1997): Internationale Standortentscheidung, Rudolf Haufe, Freiburg 1997.Google Scholar
  2. Kinkel, S. (2004): Erfolgskritische Standortfaktoren ableiten: Eine erfahrungsbasierte Auswahlhilfe. In: Erfolgsfaktor Standortplanung. Ed.: Kinkel, S. Springer, Berlin 2004, pp. 49–73.Google Scholar

Copyright information

© Gabler Verlag | Springer Fachmedien Wiesbaden GmbH 2011

Authors and Affiliations

  • Sandra Bennewitz
    • 1
  • Ute Reuter
    • 2
  • Michael Prilla
    • 3
  • Wolfgang Burr
    • 4
  • Thomas Herrmann
    • 5
  1. 1.Landeshauptstadt Erfurt Stadtverwaltung Amt für BildungErfurtGermany
  2. 2.Institute of Research & Development and Innovation ManagementUniversität StuttgartStuttgartGermany
  3. 3.Institute of Applied Work Science, Department Information and Technology ManagementRuhr-University of BochumBochumGermany
  4. 4.Institute of Research & Development and Innovation ManagementUniversität StuttgartStuttgartGermany
  5. 5.Institute of Applied Work Science, Department Information and Technology ManagementRuhr-University of BochumBochumGermany

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