Abstract
Through servitization, manufacturing companies are faced with various uncertainties. These can be caused by different sources such as the changed relationship between service provider and customer. However, decision makers tend to only take appropriate actions when they perceive this uncertainty. This paper presents a conceptual framework for assessing this perceived uncertainty through the expressions used by decision makers. The usefulness of this framework is exemplified for a case study in servitization where actors of different levels within the provider and customer companies were interviewed. This study showed the main areas of uncertainty as perceived by the different actors.
| Original language | English |
|---|---|
| Title of host publication | 20th EurOMA Conference |
| Number of pages | 10 |
| Publisher | European Operations Management Association |
| Publication date | 2013 |
| Publication status | Published - 2013 |
| Externally published | Yes |
| Event | 20th International EurOMA Conference - Dublin, Ireland Duration: 7 Jun 2013 → 12 Jun 2013 Conference number: 20 http://www.euroma2013.org/ |
Conference
| Conference | 20th International EurOMA Conference |
|---|---|
| Number | 20 |
| Country/Territory | Ireland |
| City | Dublin |
| Period | 07/06/2013 → 12/06/2013 |
| Internet address |
Keywords
- Uncertainty
- Servitization
- Service contracts