Purpose – The purpose of this paper is to propose a process‐modelling method that is based on methods from both operations management (OM) and service operations management (SOM), which complies with the special requirements of servitised manufacturers. Design/methodology/approach – After...

Purpose – Case study findings increasingly indicate that the implementation of service‐based business concepts is becoming a global business trend. The purpose of this paper is to analyze a broad European survey to understand the extent to which service infusion has already deeply affected...

Manufacturing firms increasingly produce and provide services along with or instead of their traditional physical products. The goal of this paper is to provide new evidence for this servitisation of European manufacturing and test previous findings based on case studies with a large, firm-level...

Summary Manufacturing industries are increasingly applying alternative business concepts, transforming traditional buyer-supplier relationships into new exchange models of deliveries and payments. In scientific debates on this phenomenon, however, there exist neither consistent terms nor...

The productivity of services has recently become an intensively researched topic, but the measurement concepts developed up to now are very abstract and aimed at services in general. In this paper, a catalogue of requirements to measure and control the productivity of innovative,...