Changing Value in New Digital Offerings

Girish Kumar Agarwal, Johan Simonsson, Vidisha Nandi, Mats Magnusson, Anders Johanson, Kim Sundtoft Hald

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review


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.
Original languageEnglish
Title of host publicationBook of Proceedings : 27th EurOMA Conference : Managing Operations for Impact
Number of pages10
Place of PublicationCoventry
PublisherUniversity of Warwick
Publication date2020
Publication statusPublished - 2020
EventThe 27th International Annual EurOMA Conference 2020: Managing Operations for Impact - , WWW
Duration: 25 Jun 20201 Jul 2020
Conference number: 27


ConferenceThe 27th International Annual EurOMA Conference 2020
Internet address

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