Towards an operations strategy for product-centric servitization


Purpose – This paper aims to present a framework that will help manufacturing firms to configure their 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.

Publication DOI:
Divisions: College of Business and Social Sciences > Aston Business School > Operations & Information Management
College of Business and Social Sciences > Aston Business School > Advanced Services Group
Uncontrolled Keywords: operations management,product management,service operations,services marketing,Management of Technology and Innovation,Strategy and Management,Decision Sciences(all)
Publication ISSN: 1758-6593
Last Modified: 12 Jun 2024 07:09
Date Deposited: 22 Mar 2012 12:54
Full Text Link: http://www.emer ... 7&show=abstract
Related URLs: http://www.scop ... tnerID=8YFLogxK (Scopus URL)
PURE Output Type: Article
Published Date: 2009-04-24
Authors: Baines, Tim (ORCID Profile 0000-0002-7518-2967)
Lightfoot, Howard
Peppard, Joe
Johnson, Mark
Tiwari, Ashutosh
Shehab, Essam
Swink, Morgan



Version: Accepted Version

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