Towards an Operations Strategy for the Infusion of Product-Centric Services into Manufacturing

  • Tim S. Baines
  • Howard W. Lightfoot
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


The work in this chapter is concerned with product-centric servitization. This is where a portfolio of services are formed and integrated to support product availability and use. Such servitization can be a valuable source of revenue for a manufacturer, yet little attention has been given to the configuration of the wider operations strategy that needs to be in place to deliver integrated products and services successfully. Therefore, the purpose of this chapter is to put forward a generic set of characteristics for such operations. Our intention is that these characteristics will be valuable to practitioners contemplating sophisticated forms of servitization, as they suggest the likely and significant changes that will be needed to the operations strategy of a conventional manufacturing organisation.


Servitization service operations service marketing service ­systems operations management framework service science 



We would like to acknowledge the support of EPSRC via the Cranfield Innovative Manufacturing Research Centre programme for providing the funds for this research. We would also like to thank our anonymous reviewers for their constructive and insightful comments.


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Copyright information

© Springer US 2011

Authors and Affiliations

  • Tim S. Baines
    • 1
  • Howard W. Lightfoot
    • 1
  1. 1.Aston University Business SchoolBirminghamUK

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