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.

facilities management

industrial maintenance





Jan Bröchner

Chalmers, Technology Management and Economics, Service Management and Logistics

Proc. Spring Servitization Conference SSC2018: Driving Competitiveness through Servitization

978-1-85449-448-1 (ISBN)

Spring Servitization Conference SSC2018
Copenhagen, Denmark,

Subject Categories

Production Engineering, Human Work Science and Ergonomics

Work Sciences

Reliability and Maintenance

Business Administration

Driving Forces

Sustainable development

Areas of Advance

Building Futures (2010-2018)


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