Strategic factors of servitization in the pharmaceutical industry and the impact on performance

Ruizalba, J.; Soares, A.; Rodriguez-Molina, M.

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.

Citation

Ruizalba, J., Soares, A., & Rodriguez-Molina, M. (2015, November). Strategic factors of servitization in the pharmaceutical industry and the impact on performance. Paper presented at 4th International Conference on Business Servitization 2015 (ICBS2015)

• Presentation Conference Type: Conference Paper (unpublished)
• Conference Name: 4th International Conference on Business Servitization 2015 (ICBS2015)
• Start Date: Nov 19, 2015
• End Date: Nov 20, 2015
• Acceptance Date: Nov 19, 2015
• Publication Date: Nov 19, 2015
• Peer Reviewed: Peer Reviewed
• Pages: 53-56
• Keywords: servitization, performance
• Additional Information: Title of Conference or Conference Proceedings : 4th International Conference on Business Servitization 2015 (ICBS2015)