My work in this area deals with things becoming a service experience, servitization business models, revenue streams, economics and design of servitized offerings, co-created servitization, customer co-capability, design of outcome-based and servitization contracts.

Books

• Ng, Irene C.L., Glenn Parry, Duncan MacFarlane, Peter Wild and Paul Tasker (Eds) (2011) Complex Engineering Service Systems: Concepts & Research. Springer, London, ISBN: 978-0-85729-188-2

Journal Papers

• Batista, L., S. Davis-Poynter, Irene C.L. Ng, Roger S. Maull, (2017) “Servitization through outcome-based contract: a systems perspective from the defence industry”, International Journal of Production Economics, forthcoming

• Green, Max, Phil Davies and Irene C L Ng, (2017) “Two Strands of Servitization: A Thematic Analysis of Traditional and Customer Co-created Servitization and Future Research Directions, International Journal of Production Economics, forthcoming

• Neely, Andy, Irene Ng, Rajkumar Roy (2014) Complex Engineering Service Systems. Guest Editorial: Special Issue on Complex Engineering Service Systems, Journal of Service Management, Vol 25 No 5.

• Smith, Laura A., Maull, Roger, Ng, Irene C. L. (2014), Servitization and operations management: A service dominant-logic approach, International Journal of Operations & Production Management, Volume 34 (Number 2), pp. 242-269

• Ng, Irene C.L., Glenn Parry, Roger Maull, Laura Smith, Gerard Briscoe (2012), Transitioning from a Goods-Dominant to a Service-Dominant Logic: Visualising the Value Proposition of Rolls-Royce, Journal of Service Management, Vol 23 (3), pp 416-439

• Guo, Lei and Irene C.L. Ng, (2011) The Co-production of Equipment-based services: An Interpersonal Approach, European Management Journal, Vol. 29, pp43-50

• Ng, Irene C.L. and Sai Nudurupati, (2010) Outcome-Based Service Contracts In the Defence Industry – Mitigating the Challenges, Journal of Service Management, 21, No. 5, pp. 656-674

• Ng, Irene C.L., Roger Maull and Nick Yip, (2009) Outcome-based Contracts as a Driver for Systems Thinking and Service-Dominant Logic in Service Science: Evidence from the Defence Industry, European Management Journal, Vol. 27, No. 6, pp 377-387

Talks and Presentations

• Servitization and the Service of Things: A Customer Co-created Approach, Aftermarket Business Platform 2016, 19-21 October 2016, Frankfurt, Germany

• Workshop to Develop a Research Agenda for Service Innovation for the US National Science Foundation (NSF), Washington, DC, April 10-11, 2014

• The Shifting Boundaries of Marketing and Operations under Service-Dominant Logic, INFORMS MSOM (Manufacturing and Service Operations Management) Conference, 17-19 June, 2012, New York, USA

• Value-creating Service Systems: A Transdisciplinary Research Agenda, 21st Annual Frontiers in Service Conference, 14-17 June, 2012, Maryland, USA

• Crises and Advancement of Service Systems Economies, Cambridge Service Week Academic Conference – Understanding Complex Service Systems Through Different Lenses, 22-23 Sept 2011, Cambridge, UK

• Conceptualizing Value & Reconceptualizing Service: Impact on Operations Management, 4^th EurOMA Forum on Service Operations Management, Florence, Italy, 19 Sept 2011

• Blurring the Boundaries of Manufacturing and Service: Outcome-based Contracts and Beyond, CTF 25^th Anniversary, Karlstad University, Karlstad, Sweden, 17 Nov 2011

Videos

• The Service Transformation Tool