Prior research on servitization generally adopts a provider perspective to examine the selling and provision of servitized offerings. However a lack of understanding, both in academia and practice, is evident about the buying decision from a customer perspective. In particular, it is necessary to identify and examine the emergent customer needs for different servitized offerings. Hence, building on a large-scale survey of 325 respondents, this research examines the needs of different customer centers (i.e. buyers and users) with respect to basic, intermediate and advanced servitized offerings.
|Number of pages||3|
|Publication status||Published - 2016|
|Event||5th World Conference on Production and Operations Management. P&OM 2016 - Havana International Conference Centre, Havana, Cuba|
Duration: 6 Sep 2016 → 10 Sep 2016
Conference number: 5
|Conference||5th World Conference on Production and Operations Management. P&OM 2016|
|Location||Havana International Conference Centre|
|Period||06/09/2016 → 10/09/2016|
- Customer needs
- Buying centres
Chakkol, M., Raja, J., & Johnson, M. (2016). Examining the Customer Roles of Buyers and Users for Servitized Offerings: A Large-scale Survey. Abstract from 5th World Conference on Production and Operations Management. P&OM 2016, Havana, Cuba.