Raja, Jawwad Z.; Chakkol, Mehmet; Johnson, Mark; … - In: International Journal of Operations & Production Management 38 (2018) 1, pp. 249-271
Purpose: Research suggests that to structure for servitization, organizations should separate their front- and back-end units by reference to high vs low contact activities. However, these prescriptions are overly simplistic and largely based on anecdotal evidence that fails to account for...