Enabling the transition from product provider to service provider : an empirical study in the Sri Lankan apparel industry

Abstract

The Sri Lankan apparel industry has played a major role in the country’s development. However this sector's competitiveness is decreasing due to increasing Labour costs. Therefore industry tries to compete in terms of creating customer value through service. This study develops a conceptual framework for the servitization process of a Sri Lankan apparel manufacturer. The conceptual framework is developed on four key building blocks which relates to four bodies of literature. The findings from each section combined into a conceptual framework that can act as a framework for empirical exploration.