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Servitised Experiences: Business and Management Implications

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Angelis J., de Lima E., Širaliova J.

Issues of Business and Law

2010

vol. 2

1-11

This study explores business and management implications of the increased emphasis placed on experiences in a servitised context. Customer experience becomes an integral part of the offering, which necessitates greater end-user access to the value chain and emphasises their involvement in the offering. The two research questions on such a servitisation trend and management implications are investigated conceptually, supported by industry examples. The results indicate that operations need to be designed with customer perception and experience in mind, with corresponding performance measures and management. The split between front- and back office becomes less distinct, with greater customer involvement throughout the supply chain and life cycles stages. Relevant components that impact the experiences must be incorporated deliberately and from the outset, and controlling for error through reduced discretion becomes a priority.

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1 Issues of Business and Law

1 2010

1 Angelis J.

1 de Lima E.

1 Širaliova J.

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Servitised Experiences: Business and Management Implications