This study reviews systematically the literature on the measurement of the firm-level degree of servitization. The results show that servitization measures are inconsistent across studies, even among those investigating similar research questions, and that a theoretical reference for their appropriate use is still missing. Focusing on these shortcomings, this study conceptualizes the firm-level servitization degree in three classes, i.e. ‘extension’, ‘infusion’, and ‘orientation’. Hence, measures to operationalize each class are derived from the literature review and subsequently discussed with a panel of experts. In addition, servitization measurement is further conceptualized other than firm-level degree, as a measurement at the regional, product, and individual employee levels, other than at the firm level. This study is the first to provide a systematic review on the topic and to develop a general conceptualization and operationalization of servitization measurement. Furthermore, this research is the first to employ an international standard classification of economic activities as a basis to identify objectively firms’ service offerings. This research supports both scholars and practitioners because it brings consistency across studies and applications, thus fostering assessment and comparability of servitization experiences.
Bibliographical noteThis is an Accepted Manuscript of an article published by Taylor & Francis Group in Production Planning and Control on 26 April 2019, available online at: http://www.tandfonline.com/10.1080/09537287.2019.1592260
- service infusion
- service orientation
- service strategy