Abstract
The concept of servitization ‘adding value by adding services to products’ was first introduced by Vandermerwe and Rada in 1988, which in later became a popular topic for researchers in the academia, business and government. Today, it is widely recognized as an increasingly relevant business strategy for manufacturing firms to improve their competitive advantage in the market. In many cases, the necessity or application of servitization concept explained by researchers from organization perspective, especially for developed economy, but they were less attentive to discuss the issue from customer viewpoint in developing economy. Therefore, this paper aims to examine the needs of servitization from customer perspectives, particularly the IT industry of emerging market ‘Bangladesh’. The data was collected by the interviews of suppliers and customers in the IT industry of Bangladesh. The survey results showed that the current suppliers cannot satisfy the customer needs at this moment, because customers are not happy anymore with the IT goods only; they also require solutions, knowledge and reliability as well.
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Ahamed, Z., Kamoshida, A., Inohara, T. (2014). Servitization of Business: An Exploratory Case Study of Customer Perspective. In: Uden, L., Wang, L., Corchado Rodríguez, J., Yang, HC., Ting, IH. (eds) The 8th International Conference on Knowledge Management in Organizations. Springer Proceedings in Complexity. Springer, Dordrecht. https://doi.org/10.1007/978-94-007-7287-8_1
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DOI: https://doi.org/10.1007/978-94-007-7287-8_1
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