The data quality implications of the servitization - theory building

  • Joe Peppard
  • Andy Koronios
  • Jing Gao


Servitization is now widely recognised as the process of creating value by adding services to products. A cornerstone of any servitization strategy is that ownership of the product or asset does not transfer to the customer. Rather, the customer purchases a service or capability with the asset being used to deliver that service or capability. The bulk of the research to date seeks to understand how traditional manufacturers might deliver integrated products and services with greater efficiency and effectiveness. One area that has not been addressed is the customer implications as a result of high quality data now not being available to them. This paper will explore the data quality issues emerging through the Servitization transformation. Implications for customers will be highlighted using a proposed framework developed from the data quality literature.


Data Quality Industrial Market Management Data Quality Issue Data Custodian Customer Organisation 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag 2010

Authors and Affiliations

  • Joe Peppard
    • 1
  • Andy Koronios
    • 2
  • Jing Gao
    • 2
  1. 1.School of ManagementCranfield UniversityCranfieldUK
  2. 2.School of Computer and Information ScienceUniversity of South AustraliaMawson LakesAustralia

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