The quality of servitization in project-oriented organizations

Purpose This study examines the criteria for evaluating quality of servitization and factors influencing project–service system's success. Design/methodology/approach Evidence was collected through three rounds Delphi consensus with 42 project managers. Findings The results indicate that in project-oriented organizations is conceptualized as a cumulative construct driven by product-service overall ability to offer more customer value. value defined interconnected dimensions: service, integration system. also proposes novel customer-oriented process two connected levels comprising eight key systems nine assist systems. Practical implications Offering extra services crucial successful deliver combined products services. failure one these components satisfy customers leads collapse whole system, which entails need balanced-focus system toward projects Originality/value contributes organizations, arguing balance between service orientation preferred increase reduce clash ambiguity operations provision.