Servitization Portfolio and Firm-Level Perceptions of Service Delivery Enablers and Constraints, 2024

Baines, Tim and Adem, Anwar (2026). Servitization Portfolio and Firm-Level Perceptions of Service Delivery Enablers and Constraints, 2024. [Data Collection]. Colchester, Essex: UK Data Service. 10.5255/UKDA-SN-858320

This project will establish evidence on how servitization impacts both economic productivity and environmental performance (i.e., net-zero and the green economy), and use these insights to influence industrial policy and practice in the UK. It will explain whether, when, and how to encourage the adoption of servitization to maximise the economic and societal impact. The programme will begin by (i) developing a strong theoretical foundation based on prior research on business model innovation and value networks, then (ii) engage in theory building through collaborations with a range of industrial partners that are adopting servitization. These insights will (iii) enable econometric models to quantify impacts on productivity and environmental performances, and through experimentations with these (iv) identify a range of scenarios to maximise the benefits to the UK. Deliverables will include (i) an open-access repository for the scientific, policy, and practice communities, (ii) a set of reference models which will allow firms to translate our findings quickly to shape industrial best practices, and (iii) a series of policy and practice papers and associated workshops and events to influence decisions around industrial policy associated with productivity and de-carbonisation.

Data description (abstract)

The data contain information on firms' servitization portfolios. These include the type and number of services firms provide, and the revenue shares of services and products. The data also include information on the responder's job position within the organisation, firm characteristics, and perceptions of the gains from services delivered to productivity and environmental performance. The last section covers the internal and external factors that enable and constrain their service delivery.

The survey targeted individuals in senior positions. Respondents were screened to ensure they were one of the most senior people involved in the day-to-day management of the business. During data cleaning, we ensured the sample consisted predominantly of senior managers, directors, or C-suite employees. We briefed the interviewers thoroughly on the survey and its questions to ensure a standardised approach across the team. Additional instructions were embedded throughout the survey script, enabling interviewers to clarify the meaning of specific questions as needed for accuracy.

The breakdown of the responses is as follows: CATI (Computer-Assisted Telephone Interviews), and 133 interviews were conducted (19% of the total sample). The average interview length was 21 minutes. Online Survey: 568 responses were collected (81% of the total sample). On average, respondents took 15 minutes to complete the online survey. The CATI fieldwork ran from 17th October to 5th December 2024, followed by panel fieldwork from 6th November to 6th December 2024. Email invitations were sent on 6th and 11th November, with reminders sent on 13th and 25th November. 9 interviewers conducted the CATI survey, with an average of 15 completes per interviewer.

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