Servitization and operations management : a service-dominant logic approach
Smith, Laura A., Maull, Roger and Ng, Irene C. L. (2012) Servitization and operations management : a service-dominant logic approach. Working Paper. Coventry: WMG. (WMG Service Systems Research Group Working Paper Series, Vol.2012).
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Managing organisational performance in sectors such as equipment provision has become increasingly complex as competition has heightened and firms have felt pressure to add value through the provision of services (Baines et al, 2007; Howard and Caldwell, 2011; Neely et al., 2011). This provision is commonly referred to as the servitization of manufacturing (Vandermerwe & Rada, 1988). By extending the traditional offering of equipment to include service activities however, underlying operational delivery systems and processes have become more complex to manage and co-ordinate. No longer are firms simply making and shipping products; they are now engaged in a more complex world of design and delivery (Neely et al., 2011). This study aims to explore servitization from a value perspective through the lens of Service-Dominant (S-D) logic, and to propose its implications for operations management.
|Item Type:||Working or Discussion Paper (Working Paper)|
|Subjects:||H Social Sciences > HD Industries. Land use. Labor|
|Divisions:||Faculty of Science > WMG (Formerly the Warwick Manufacturing Group)|
|Library of Congress Subject Headings (LCSH):||Manufacturing industries -- Customer services, Operations research|
|Series Name:||WMG Service Systems Research Group Working Paper Series|
|Place of Publication:||Coventry|
|Number of Pages:||37|
|Access rights to Published version:||Open Access|
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