Servitization effects on customer productivity
Paper in proceedings, 2018
Design/Methodology/Approach: Conceptual, uses recent overview publications on servitization and performance measurement; emphasis on locating also earlier writers on customer productivity in industrial maintenance and facilities management.
Findings: Limits to customer productivity metrics are set by dependence on subjective self-assessments by customer staff, issues related to personal integrity, and the ability to identify under co-production contributions by the service provider and the customer organization.
Originality/Value: This paper provides explanations why an initially attractive concept has failed to be developed in performance measurement practice, at least for industrial maintenance.
Chalmers, Technology Management and Economics, Service Management and Logistics
Proc. Spring Servitization Conference SSC2018: Driving Competitiveness through Servitization
Production Engineering, Human Work Science and Ergonomics
Reliability and Maintenance
Areas of Advance
Building Futures (2010-2018)