The measurement of degree of servitization: literature review and recommendations


This study reviews systematically the literature on the measurement of the firm-level degree of servitization. The results show that servitization measures are inconsistent across studies, even among those investigating similar research questions, and that a theoretical reference for their appropriate use is still missing. Focusing on these shortcomings, this study conceptualizes the firm-level servitization degree in three classes, i.e. ‘extension’, ‘infusion’, and ‘orientation’. Hence, measures to operationalize each class are derived from the literature review and subsequently discussed with a panel of experts. In addition, servitization measurement is further conceptualized other than firm-level degree, as a measurement at the regional, product, and individual employee levels, other than at the firm level. This study is the first to provide a systematic review on the topic and to develop a general conceptualization and operationalization of servitization measurement. Furthermore, this research is the first to employ an international standard classification of economic activities as a basis to identify objectively firms’ service offerings. This research supports both scholars and practitioners because it brings consistency across studies and applications, thus fostering assessment and comparability of servitization experiences.

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
College of Business and Social Sciences > Aston Business School
Additional Information: This is an Accepted Manuscript of an article published by Taylor & Francis Group in Production Planning and Control on 26 April 2019, available online at:
Uncontrolled Keywords: Servitization,measurement,service infusion,service orientation,service strategy,Computer Science Applications,Strategy and Management,Management Science and Operations Research,Industrial and Manufacturing Engineering
Publication ISSN: 1366-5871
Last Modified: 13 Jun 2024 07:15
Date Deposited: 30 Apr 2019 10:10
Full Text Link: https://www.tan ... 87.2019.1592260
Related URLs: http://www.scop ... tnerID=8YFLogxK (Scopus URL)
PURE Output Type: Article
Published Date: 2019-10-03
Published Online Date: 2019-04-26
Accepted Date: 2019-02-20
Authors: Calabrese, Armando
Levialdi Ghiron, Nathan
Tiburzi, Luigi
Ziaee Bigdeli, Ali (ORCID Profile 0000-0002-8128-0918)
Baines, Timothy S (ORCID Profile 0000-0002-7518-2967)



Version: Accepted Version

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