Servitization in Manufacturing: A case of Pakistani Firms
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This study revolves around manufacturing firms which opted to go for servitization while how successful they were in understanding the meaning of servitization in order to make their customers more satisfied. The study also examined the other important side as how important role a customer play in servitization process. Firms had some difficulties in becoming service oriented so this aspect was also covered. Qualitative research method is applied and data was collected through skype interviews which was later analysed to get results. Result depicts more customers are gained by incorporating service with products. It showed that the greater the customer involvement leads to ultimate more profits. Customer’s involvement played vital role in successful servitization on the other hand firms which tried to restrict the customers involvement ended up in difficult servitization process. Social media can also be an important bridge now between customers and product designers to boost product design process and adding valuable value to product. The result reveals that this study will provide an insight for firms which wants to servitize, way to do it efficiently and some common misunderstanding while moving from manufacturing to servitization.
Master's thesis Business Administration BE501 - University of Agder 2016