Uncertainty awareness in support service contracts

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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 languageEnglish
Title of host publication20th EurOMA Conference
Number of pages10
PublisherEuropean Operations Management Association
Publication date2013
Publication statusPublished - 2013
Externally publishedYes
Event20th International EurOMA Conference - Dublin, Ireland
Duration: 7 Jun 201312 Jun 2013
Conference number: 20


Conference20th International EurOMA Conference
Internet address


  • Uncertainty
  • Servitization
  • Service contracts


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