Journal
INTERNATIONAL JOURNAL OF OPERATIONS & PRODUCTION MANAGEMENT
Volume 29, Issue 5, Pages 494-519Publisher
EMERALD GROUP PUBLISHING LTD
DOI: 10.1108/01443570910953603
Keywords
Service operations; Services marketing; Operations management; Product management
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Purpose - This paper aims to present a framework that will help manufacturing firms to configuretheir internal production and support operations to enable effective and efficient delivery of products and their closely associated services. Design/methodology/approach - First, the key definitions and literature sources directly associated with servitization of manufacturing are established. Then, a theoretical framework that categorises the key characteristics of a manufacturer's operations strategy is developed and this is populated using both evidence from the extant literature and empirical data. Findings - The framework captures a set of operations principles, structures and processes that can guide a manufacturer in the delivery of product-centric servitized offering. These are illustrated and contrasted against operations that deliver purely product (production operations) and those which deliver purely services (services operations). Research limitations/implications - The work is based on a review of the literature supported by data collected from an exploratory case study. Whilst it provides an essential platform, further research will be needed to validate the framework. Originality/value - The principal contribution of this paper is a framework that captures the key characteristics of operations for product-centric servitized manufacture.
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