Strategy in Service Organizations

Susan Segal-Horn

in The Oxford Handbook of Strategy

Published in print April 2006 | ISBN: 9780199275212
Published online September 2009 | | DOI:

Series: Oxford Handbooks in Business and Management C

Strategy in Service Organizations

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  • Business and Management
  • Business Strategy
  • Public Management and Administration



This article aims to emphasize the economic importance of the service sector, to explain those factors which make services different from products, to apply strategic management concepts and frameworks to service organizations, and to consider the causes and strategic implications of the internationalization of services. Are there any real differences between products and services? Is it appropriate to manage service businesses in the same way as manufacturing businesses? Can the concepts and frameworks with which strategists analyse industries, firms, and competition be applied unchanged and as effectively to services? These questions are the starting point for this article. The article takes the view that services do differ from products in ways that can, and should, make a difference to strategists.

Keywords: business strategy; service organization; strategic management; service businesses; strategic analysis; service internationalization

Article.  13623 words. 

Subjects: Business and Management ; Business Strategy ; Public Management and Administration

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