@conference { , title = {Strategic factors of servitization in the pharmaceutical industry and the impact on performance}, abstract = {This study reflects the results from an ongoing research project that is currently being conducted in different countries. The strategic vision of the pharmaceutical service providers (distributors) should be clearly improved with the findings from this research which addresses the expectations of the customer. The main goals of this project are: (1) to identify the degree of customer use of the different service levels (Baines et al., 2013) and types previously identified by their suppliers, (2) to analyse how customers evaluate the servitization process regarding the same strategic factors measured in the first study. In addition to this, some performance indicators were also analysed in order to associate service usage with profitability and customer satisfaction. By inquiring respondents on these services and indicators as per “before, during and after 2008”, this research also gives an insight into the services that have helped pharmacy stores to recover from the crisis and that contributed towards enhanced profitability and competitiveness.}, conference = {4th International Conference on Business Servitization 2015 (ICBS2015)}, pages = {53-56}, publicationstatus = {Unpublished}, url = {https://uwe-repository.worktribe.com/output/803038}, keyword = {Innovation, Operations Management and Supply, servitization, performance}, year = {2015}, author = {Ruizalba, J. and Soares, A. and Rodriguez-Molina, M.} }