Servitization and operations management: A service dominant-logic approach

International Journal of Operations and Production Management

Volumn 34, Issue 2, 2014, Pages 242-269

  Smith, Laura ^a   Maull, Roger ^a   Ng, Irene C L ^b  

^a UNIVERSITY OF EXETER BUSINESS SCHOOL   (United Kingdom)

^b UNIVERSITY OF WARWICK   (United Kingdom)

Author keywords

Product service systems; Service design; Service dominant logic; Servitization; Value propositions; Value in use

Indexed keywords

EID: 84892409083     PISSN: 01443577     EISSN: None     Source Type: Journal    
DOI: 10.1108/IJOPM-02-2011-0053     Document Type: Article

References (67)

1. Acha, V., Davies, A., Hobday, M., Salter, A. (2004), "Exploring the capital goods economy: complex product systems in the UK" in Industrial and Corporate Change, Vol. 13, No. 3, pp. 505-529.
2. Anderson, J.C., Narus, J.A. (1995), "Capturing the value of supplementary services" in Harvard Business Review, January/February, pp. 75-83.
3. Baines, T.S., Lightfoot, H.W., Evans, S., Neely, A., Greenough, R., Peppard, J., Roy, R., Shehab, E., Braganza, A., Tiwari, A., Alcock, J.R., Angus, J.P., Bastl, M., Cousens, A., Irving, P., Johnson, M., Kingston, J., Lockett, H., Martinez, V., Michele, P., Tranfield, D., Walton, I.M., Wilson, H. (2007), "State-of-the-art in product-service systems", Proceedings of the Institution of Mechanical Engineers, Part B: Journal of Engineering Manufacture, Vol. 221, No. 10.
4. Ballantyne, D., Varey, R.J. (2006), "Introducing a dialogical orientation to the service-dominant logic of marketing" in Vargo, S.L. and Lusch, R.F. (Eds.), Toward a Service Dominant Logic: Dialog, Debate, and Directions, M.E. Sharpe, Armonk, NY, pp. 224-235.
5. Beverland, M., Farrelly, F., Woodhatch, Z. (2004), "The role of value change management in relationship dissolution: hygiene and motivational factors" in Journal of Marketing Management, Vol. 20, pp. 927-939.
6. Botta, C., Steinbach, M. (2004), "Integrated view on products and services - product-service systems", German Research Center for Artificial Intelligence, Saarbruecken, paper presented at 5th Conference on Modern Information Technology in the Innovation Processes of the Industrial Enterprises (MITIP 2004).
7. Brezet, J.C., Bijma, A.S., Ehrenfeld, J., Silvester, S. (2001), The Design of Eco-Efficient Services: Method, Tools and Review of the Case Study Based "Designing Eco-Efficient Services", Dutch Ministries of Environment (VROM) and Delft University of Technology, Delft.
8. Bullinger, H.-J., Fähnrich, K.-P., Meiren, T. (2003), "Service engineering - methodical development of new service products" in International Journal of Production Economics, Vol. 85, No. 3, pp. 275-287.
9. Buzacott, J.A. (2000), "Service system structure" in International Journal of Production Economics, Vol. 68, No. 1, pp. 15-27.
10. Chandler, J.D., Vargo, S.L. (2011), "Contextualization and value-in-context: how context frames exchange" in Marketing Theory, Vol. 11, No. 1, pp. 35-49.
11. Cook, M.B., Bhamra, T.A., Lemon, M. (2006), "The transfer and application of product service systems: from academia to UK manufacturing firms" in Journal of Cleaner Production, Vol. 14, pp. 1455-1465.
12. Davies, A., Hobday, M. (2005), The Business of Projects: Managing Innovation in Complex Projects and Systems, Cambridge University Press, Cambridge.
13. Dooley, D. (2001), Social Research Methods, Prentice-Hall, Upper Saddle River, NJ.
14. Eisenhardt, K.M. (1989), "Building theories from case study research" in Academy of Management Review, Vol. 14, No. 4, pp. 532-550.
15. Eisenhardt, K.M., Graebner, M.E. (2007), "Theory building from cases: opportunities and challenges" in Academy of Management Journal, Vol. 50, No. 1, pp. 25-32.
16. Flint, D.J., Woodruff, R.B., Gardial, S.F. (2002), "Exploring the customer value change phenomenon in a business-to-business context" in Journal of Marketing, Vol. 66, October, pp. 102-117.
17. Frei, F. (2006), "Breaking the trade-off between efficiency and service" in Harvard Business Review, November, pp. 92-101.
18. Godsiff, P., Maull, R. (2009), "Operationalising variety", paper presented at QUIS11 the Services Conference, Wolfsburg, Germany, 11-14 June.
19. Goedkoop, M., van Halen, C., Te Riele, H., Rommens, P. (1999), Product Service Systems: Ecological and Economic Basics, VROM, The Hague.
20. Hobday, M. (1998), "Product complexity, innovation and industrial organization" in Research Policy, Vol. 26, pp. 689-710.
21. Hobday, M., Rush, H., Tidd, J. (2000), "Innovation in complex products and systems" in Research Policy, Vol. 29, Nos 7/8, pp. 793-804.
22. Hockley, C.J., Smith, J.C., Lacey, L. (2010), "Contracting for availability and capability in the defence environment", Complex Engineering Service Systems: Concepts & Research, Springer, Berlin.
23. Howard, M.B., Caldwell, N.D. (2011), "Introduction" Caldwell, N.D. and Howard, M.B. (Eds.), Procuring Complex Performance: Studies of Innovation in Product Service Management, Routledge, New York, NY.
24. Johnstone, S., Dainty, A., Wilkinson, A. (2009), "Integrating products and services through life: an aerospace experience" in International Journal of Operations & Production Management, Vol. 29, No. 5, pp. 520-538.
25. Lamvik, T. (2001), Improving Environmental Performance of Industrial Products Through Product Service Systems, Norwegian University of Science and Technology, Trondheim.
26. Lapierre, J. (1997), "What does value mean in business-to-business professional services?" in International Journal of Service Industry Management, Vol. 8, No. 5, pp. 377-397.
27. Lapierre, J., Tran-Khanh, A., Shelling, J. (2008), "Antecedents of customers' desired value change in a business-to-business context: theoretical model and empirical assessment" in Services Marketing Quarterly, Vol. 29, No. 3, pp. 114-148.
28. Lemon, K.N., Barnett, T.W., Winer, R.S. (2002), "Dynamic customer relationship management: incorporating future considerations into the service retention decision" in Journal of Marketing, Vol. 66, No. 1, pp. 1-14.
29. Macdonald, E.K., Martinez, V., Wilson, H. (2009), "Towards the assessment of the value-in-use of product-service systems: a review", Conference Proceedings, Performance Measurement: Theory and Practice, University of Otago, Dunedin.
30. Manzini, E., Vezzoli, C. (2003), "A strategic design approach to develop sustainable product service systems: examples taken from the environmentally friendly innovation' Italian prize" in Journal of Cleaner Production, Vol. 11, No. 8, pp. 851-857.
31. Matthyssens, P., Vandenbempt, K. (1998), "Creating competitive advantage in industrial services" in Journal of Industrial and Business Marketing, Vol. 13, Nos 4/5, pp. 339-355.
32. Meredith, J. (1998), "Building operations management theory through case and field research" in Journal of Operations Management, Vol. 16, No. 4, pp. 441-454.
33. Miles, M.B., Huberman, A.M. (1994), Qualitative Data Analysis: An Expanded Sourcebook, 2nd ed., Sage, Thousand Oaks, CA.
34. Mills, J., Neaga, E., Parry, G., Crute, V. (2008), "Toward a framework to assist servitization strategy implementation", Proceedings of the POMS 19th Annual Conference, La Jolla, CA, 9-12 May.
35. Mont, O. (2001), Introducing and Developing a Product-Service System (PSS) Concept in Sweden, The International Institute for Industrial Environmental Economics, Lund University, Lund.
36. Morelli, N. (2002), "Designing product/service systems: a methodological exploration" in Design Issues, Vol. 18, pp. 3-17.
37. Neely, A. (2008), "Exploring the financial consequences of the servitization of manufacturing" in Operations Management Research, Vol. 1, No. 2, pp. 103-118.
38. Neely, A., McFarlane, D., Visnjic, I. (2011), "Complex service systems - identifying drivers characteristics and success factors" in 18th International Annual EurOMA Conference, Exploring Interfaces, 3-6 July, Cambridge University Press, Cambridge, p. 74.
39. Ng, I., Briscoe, G. (2012), "Value, variety and viability: new business models for co-creation in outcome-based contracts", International Journal of Service Science, Management, Engineering, and Technology, (in press), Interim location: WMG Service Systems Research Group Working Paper Series, Paper Number 06/12, ISSN 2049-4297, available at: http://bit.ly/ywkNrO.
40. Ng, I., Smith, L. (2012), "An integrative framework of value", Review of Marketing Research, (in press), Interim Location: WMG Service Systems Research Group Working Paper Series, Paper Number 03/12, ISSN 2049-4297.
41. Ng, I., Guo, L., Ding, Y. (2012), "Continuing use of information technology as value co-creation: the role of contextual variety and means drivenness", WMG Service Systems Research Group Working Paper Series, Paper Number 07/12.
42. Oliva, R., Kallenberg, R. (2003), "Managing the transition from products to services" in International Journal of Service Industry Management, Vol. 14, No. 2, pp. 160-172.
43. Palmatier, R.W. (2008), "Interfirm relational drivers of customer value" in Journal of Marketing, Vol. 72, July, pp. 76-89.
44. Parnaby, J. (1988), "A systems approach to the implementation of JIT methodologies in Lucas industries" in International Journal of Production Research, Vol. 26, No. 3, pp. 483-492.
45. Patton, M.Q. (1990), Qualitative Evaluation and Research Methods, Sage, Thousand Oaks, CA.
46. Patton, M.Q. (2002), Qualitative Evaluation and Research Methods, Sage, Thousand Oaks, CA.
47. Pawar, K.S., Beltagui, A., Riedel, J.C.K.H. (2009), "The PSO triangle: designing product, service and organisation to create value" in International Journal of Operations & Production Management, Vol. 29, No. 5, pp. 468-493.
48. Payne, A., Storbacka, K., Frow, P. (2008), "Managing the co-creation of value" in Academy of Marketing Science, Vol. 36, No. 1, pp. 83-96.
49. Rolfe, H. (1990), "In the name of progress? Skill and attitudes towards technological change" in New Technology, Work and Employment, Vol. 5, No. 2, pp. 107-121.
50. Roth, A.V., Schroeder, R.G., Huang, X., Kristal, M.M. (2008), Handbook of Metrics for Research in Operations Management: Multi-Item Measurement Scales and Objective Items, Sage, Thousand Oaks, CA.
51. Salonen, A. (2011), "Service transition strategies of industrial manufacturers" in Industrial Marketing Management, Vol. 40, No. 5, pp. 683-690.
52. Strauss, A., Corbin, J. (1990), Basics of Qualitative Research: Grounded Theory Procedures and Techniques, Sage, Beverly Hills, CA.
53. Tukker, A. (2004), "Eight types of product-service system: eight ways to sustainability? Experiences from suspronet" in Business Strategy and the Environment, Vol. 13, pp. 246-260.
54. Tukker, A., Tischner, U. (2006), New Business for Old Europe: Product-Service Development, Competitiveness and Sustainability, Greenleaf, Sheffield.
55. Tuli, K.R., Kohli, A.K., Bharadwaj, S.G. (2007), "Rethinking customer solutions: from product bundles to relational processes" in Journal of Marketing, Vol. 71, No. 3, pp. 1-17.
56. Turunen, T. (2011), "Organizing servitization: a contingency perspective" in 18th International Annual EurOMA Conference, Exploring Interfaces, 3-6 July, Cambridge University Press, Cambridge, p. 114.
57. Ulaga, W., Reinartz, W.J. (2011), "Hybrid offerings: how manufacturing firms combine goods and services successfully" in Journal of Marketing, Vol. 75, No. 6, pp. 5-23.
58. Vandermerwe, S., Rada, J. (1988), "Servitization of business: adding value by adding services" in European Management Journal, Vol. 6, No. 4, pp. 314-324.
59. Vargo, S.L., Lusch, R.F. (2004), "Evolving to a new dominant logic in marketing" in Journal of Marketing, Vol. 68, pp. 1-17.
60. Vargo, S.L., Lusch, R.F. (2006), "Service-dominant logic: what it is, what it is not what it might be" Lusch, R.F. and Vargo, S.L. (Eds.), Toward a Service Dominant Logic: Dialog, Debate, and Directions, M.E. Sharpe, Armonk, NY.
61. Vargo, S.L., Lusch, R.F. (2008), "Service-dominant logic: continuing the evolution" in Journal of the Academy of Marketing Science, Vol. 36, No. 1, pp. 1-10.
62. Wise, R., Baumgartner, P. (1999), "Go downstream: the new profit imperative in manufacturing" in Harvard Business Review, September/October, pp. 133-141.
63. Woodruff, R.B. (1997), "Customer value: the next source of competitive advantage" in Journal of the Academy of Marketing Science, Vol. 25, No. 2, pp. 139-153.
64. Woodruff, R.B., Flint, D.J. (2003), "Research on business-to-business customer value and satisfaction" in Woodside, A. (Ed.), Evaluating Marketing Actions and Outcomes (Advances in Business Marketing and Purchasing, Vol. 12), Emerald Group Publishing Limited, Bradford, pp. 515-547.
65. Woodward, J. (1965), Industrial Organisations: Theory and Practice, 2nd ed., Oxford University Press, Oxford.
66. Yin, R.K. (1984), Case Study Research, Applied Social Research Methods Series, Sage, Beverly Hills, CA.
67. Zaring, O. (2001), Creating Eco-Efficient Producer Services: Report of an EU Project, Gothenburg Research Institute, Gothenburg.