Servitization effects on customer productivity

Paper in proceeding, 2018

Purpose: To identify the limits of customer oriented performance measures, primarily customer productivity, comparing industrial maintenance with facilities management.

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.