Development of a Knowledge Management framework to support installed base information management practices in a servitized context

In the last decades, growing competitive pressures and increased customer expectations have pushed manufacturers to extend their offerings through the provision of value-adding services (i.e. servitization). However, this transition is challenging and risky. The current research, by adopting the lens of Knowledge Management theory, aims to shed a light on how the adoption of procedures and technologies aimed to collect, organize and exploit the information related to the use of the product and services by the customers can act as an enabler of the servitization process.