Abstract
Servitization and digital technologies such as AI are rapidly transforming customer offerings. Perception of value delivered through servitization or technology adaptation is constantly changing and demanding business model innovation. This introduces uncertainty but still enhances trust and transparency due to creation of new capabilities.
Using an experiment-based survey in global industrial manufacturing firms, we provide empirical insights on how a complex combination of price-variance, contract-length, as well as value transparency and trust influence customer value perceptions. This paper contributes to emerging literature on value through contracting for servitized offerings and procurement of technology-enabled product-service systems (PSS) characterized by uncertainties.
Using an experiment-based survey in global industrial manufacturing firms, we provide empirical insights on how a complex combination of price-variance, contract-length, as well as value transparency and trust influence customer value perceptions. This paper contributes to emerging literature on value through contracting for servitized offerings and procurement of technology-enabled product-service systems (PSS) characterized by uncertainties.
Original language | English |
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Title of host publication | Book of Proceedings : 27th EurOMA Conference : Managing Operations for Impact |
Number of pages | 10 |
Place of Publication | Coventry |
Publisher | University of Warwick |
Publication date | 2020 |
Pages | 342-351 |
Publication status | Published - 2020 |
Event | The 27th International Annual EurOMA Conference 2020: Managing Operations for Impact - , WWW Duration: 25 Jun 2020 → 1 Jul 2020 Conference number: 27 https://warwick.ac.uk/fac/sci/wmg/mediacentre/wmgevents/euroma2020 |
Conference
Conference | The 27th International Annual EurOMA Conference 2020 |
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Number | 27 |
Country/Territory | WWW |
Period | 25/06/2020 → 01/07/2020 |
Internet address |