Irene C L Ng

Irene C L Ng
The University of Warwick · Warwick Manufacturing Group

PhD

About

98
Publications
78,763
Reads
How we measure 'reads'
A 'read' is counted each time someone views a publication summary (such as the title, abstract, and list of authors), clicks on a figure, or views or downloads the full-text. Learn more
3,561
Citations
Additional affiliations
September 2003 - August 2011
University of Exeter
Position
  • Professor (Full)

Publications

Publications (98)
Article
Purpose The purpose of this paper is to explore the interplay between firm boundary decisions and the management of both efficiency and flexibility and the implications this has for modular design in the provision of advanced services. Design/methodology/approach A single case study in the defence industry employs semi-structured interviews supple...
Research
In the music market, superstars significantly dominate the market share, while predicting the top hit songs is notoriously difficult. The music intelligence technology, retrieving and utilizing granular acoustic features of songs, provides opportunities to improve the prediction of top hit songs. Using data on 6,209 unique songs that appeared in th...
Article
The operations and supply chain management the normative assumption holds that a product's structural and functional elements are fixed pre-production to support efficiency of operations. Firms moving from manufacturing to service are faced with delivering resource for customers in context and absorbing variety in use provides them with a number of...
Preprint
Within operations and supply chain management, the normative assumption holds that a product's structural and functional elements are fixed pre-production to support efficiency of operations. Firms moving from manufacturing to service are faced with delivering resource for customers in context and absorbing variety in use provides them with a numbe...
Preprint
Full-text available
Effective digital identity systems offer great economic and civic potential. However, unlocking this potential requires dealing with social, behavioural, and structural challenges to efficient market formation. We propose that a marketplace for identity data can be more efficiently formed with an infrastructure that provides a more adequate represe...
Article
Full-text available
The internet of everything (IoE), connecting people, organizations and smart things, promises to fundamentally change how we live, work and interact, and it may redefine a wide range of industry sectors. This conceptual paper aims to develop a vision of how the IoE may alter business models and the ways in which individuals and organizations create...
Chapter
Full-text available
Emerging blockchain technology is a promising platform for implementing smart contracts. But there is a large class of applications, where blockchain is inadequate due to performance, scalability, and consistency requirements, and also due to language expressiveness and cost issues that are hard to solve. In this paper we explain that in some situa...
Conference Paper
Full-text available
Decentralised (on-blockchain) and centralised (off– blockchain) platforms are available for the implementation of smart contracts. However, none of the two alternatives can individually provide the services and quality of services (QoS) imposed on smart contracts involved in a large class of ap- plications. The reason is that blockchain platforms s...
Preprint
Full-text available
This paper sets out 11 principles of the HAT data ownership model as the basis for the legal, economic and technical engineering of personal data rights for individuals, sui generis, through the HAT Microserver artefact and re-commodification of personal data into a new asset class of PPD (person-controlled personal data) for a market to emerge. We...
Preprint
Full-text available
Recently, decentralised (on-blockchain) platforms have emerged to complement centralised (off-blockchain) platforms for the implementation of automated, digital ("smart") contracts. However, neither alternative can individually satisfy the requirements of a large class of applications. On-blockchain platforms suffer from scalability, performance, t...
Article
Full-text available
This editorial is available free online at https://www.emeraldinsight.com/toc/josm/29/4
Article
Full-text available
The digital transformation of single companies and of entire service businesses is an omnipresent topic – not only in the academic discourse but also in the current public debate. The topic is often approached phenomenologically. We invited a group of well-renown scholars from different academic fields to share with us personal observations and int...
Article
Full-text available
Chapter
Full-text available
This is a foreword I wrote to the Handbook of Service Science, volume 2, published by Springer due to be out later this year. In this foreword, I discuss the ways to create simplicity from complexity and how researchers could be empowered to re-design and re-engineer systems instead of merely understanding and describing them
Chapter
We live in a world of hyper-connectivity with systems that connect people and things embedded in people’s lives, in themselves nested within societal living and the ecology of our planet. As a service researcher, we need to interrogate the paradigmatic assumptions and consider the world views for conducting good service research. After such endeavo...
Chapter
Service-dominant logic (S-D logic) and service science represent the endeavours to advance knowledge in service via providing foundations for service research. Both communities have worked and appropriated terms and language that are similar in the core but often nuanced around the edges, due to the privileges accorded by the two communities. The r...
Preprint
Full-text available
This paper theorises personal data more fundamentally and exposes the vulnerability of organisation-controlled personal data. It then reports on the micro-economic model design of a new personal data exchange by designing and creating PPD or person-controlled personal data through a new technological artefact called the Hub-of-all-Things (HAT) and...
Preprint
Full-text available
In this paper we discuss how conventional business contracts can be converted into smart contracts---their electronic equivalents that can be used to systematically monitor and enforce contractual rights, obligations and prohibitions at run time. We explain that emerging blockchain technology is certainly a promising platform for implementing smart...
Technical Report
Full-text available
In this paper we discuss how conventional business contracts can be converted into smart contracts-their electronic equivalents that can be used to systematically monitor and enforce contractual rights, obligations and prohibitions at run time. We explain that emerging blockchain technology is certainly a promising platform for implementing smart c...
Article
Servitization literature has diverged in two directions; those adopting a goods-dominant logic and others a service-dominant logic. To understand where the two streams converge and diverge, this paper asks what the points of convergence and divergence are between the two approaches to servitization. While both streams of literature have dealt exten...
Article
Full-text available
The Internet of Things (IoT) is expected to generate large amounts of heterogeneous data from diverse sources including physical sensors, user devices, and social media platforms. Over the last few years, significant attention has been focused on personal data, particularly data generated by smart wearable and smart home devices. Making personal da...
Article
This paper provides a viable systems perspective of an outcome-based service initiative involving major manufacturers in the defence industry. The viable systems perspective allowed a coherent structuration of the complex servitization context involving provider and customer organizations. It also unveiled critical relationship mechanisms that enab...
Article
Full-text available
This paper presents a review of the Internet-of-Things (IoT) through four conceptualizations: IoT as liquification and density of information of resources; IoT as digital materiality; IoT as assemblage or service system; and IoT as modules, transactions, and service. From the conceptualizations, we provide a definition of IoT and present its implic...
Article
Purpose – Improvement of reverse supply chains requires accurate and timely information about the patterns of consumption. In the consumer context, the ways to generate and access such use-visibility data are in their infancy. The purpose of this study is to demonstrate how the Internet of Things (IoT) may be operationalised in the domestic setting...
Chapter
Full-text available
Service science research is a rapidly growing interdisciplinary, cross-functional discipline. As such, it is necessary for formal structures to be created to focus researchers’ efforts towards a common end. This chapter starts with an overview of the role of service-dominant logic and systems thinking in service science, lending support to the asse...
Article
Full-text available
This paper considers the implications for Supply Chain Management (SCM) from the development of the Internet of Things (IoT) or Internet Connected Objects (ICO). We focus on opportunities and challenges stemming from consumption data that comes from ICO, and on how this data can be mapped onto strategic choices of product variety. We develop a simp...
Chapter
Full-text available
Service guarantees are seen as an effective tool to jump start quality improvements, to move an organisation towards superior quality levels, and to market high quality products to consumers (Wirtz 1998). Recent research has focused on the impact of various guarantee design features on consumer perceptions (McDougall, Levesque and VanderPlaat 1998;...
Chapter
Full-text available
Unconditional service guarantees have been championed as a potentially powerful tool to improve service quality and build marketing muscles (Wirtz 1997). Yet, despite the potential benefits, there is a large majority of service providers who are unwilling to expose themselves to the perceived risk of running such a guarantee. Customer cheating or f...
Article
Full-text available
This article examines the way in which identity workspaces function to facilitate and stimulate transitions at mid-career. We explore our collective experience as a cohort of a mid-career management academics participating in a 2-year fellowship program, which acted as an identity workspace in which mid-career identity work took place. Using insigh...
Conference Paper
Full-text available
Technological advances could potentially enable the firm to serve contexts, i.e., achieving value-in-use with customers in their consumption contexts through the provision of offerings. Serving contexts must necessarily shift the role of marketing to the design aspects of products to meet customer needs and also to the production aspects of transac...
Article
Full-text available
This article discusses business models as a systemic phenomenon as opposed to traditional reductionistic approaches of business disciplines. It presents the ways connectivity changes economic models due to the availability of consumption data as an economic resource, markets forming at consumption spaces and how industries could disrupt one another...
Article
Full-text available
Purpose – The purpose of this paper is to provide further insight into operations management of the product-service (P-S) transition, known as servitization, and the resulting product service system (PSS) offerings. In exploring the P-S transition, this paper adopts a service-dominant (S-D) logic view of value creation, using it as a lens through w...
Conference Paper
Full-text available
'Smart' homes with “smart” things working together in the smart city as one coherent and dynamic system to help individuals make "smarter" decisions. This paper presents multi-disciplinary research from the HAT project and its extension, the HARRIET project, on the creation of the first ever Multi-sided Market Platform for the exchange of data enab...
Article
Full-text available
This paper investigates the new business model of outcome-based contracts where the firm is tasked to achieve outcomes of equipment as a service contract instead of the traditional maintenance, repair and overhaul activities (e.g., power-by-the-hour® engine service contract). Through a qualitative study of two outcome-based contracts between BAE Sy...
Conference Paper
This paper develops a service systems model which is then used to discuss a number of important implications for service design. We begin by outlining the existing service design literature which is either too abstract or too low level for design. Thus, we develop the requirement for a service systems model which enables the consideration of a numb...
Article
Full-text available
The need for a systems approach to modelling and understanding service is now well established (Barile, 2009; Barile and Polese, 2009; Golinelli, 2010; Ng et.al., 2011a). Following the construction of Maglio et al. (2009), we view a service system as a network of agents and interactions that integrate resources for value co-creation. The context of...
Article
Full-text available
We propose that designing a manufacturer's equipment-based service value proposition in outcome-based contracts is the design of a new business model capable of managing threats to the firm's viability that can arise from the contextual variety of use that customers may subject the firm's value propositions. Furthermore, manufacturers need to under...
Article
Full-text available
Purpose – The purpose of this paper is to highlight how systems thinking contributes to decision making in uncertain contexts that are characteristic of service systems. Based on the assumption that service systems face complex conditions, the paper posits that systems thinking may support the understanding of key issues in service management. Des...
Article
Full-text available
This article contributes to the emerging discipline of service science through an empirical investigation of value propositions as connections between service systems. The starting point for our research is that service science is an interdisciplinary approach to the study, design and implementation of service systems, a service system being consid...
Article
Full-text available
Purpose – The purpose of this paper is to present a visualisation of the firm's offering from a service‐dominant logic (S‐DLogic) perspective. The case of Rolls‐Royce is presented as an avenue through which to explore an alternative view of the firm's value proposition, a visualisation informed by S‐DLogic that could aid organisations in their tran...
Article
Purpose – This paper aims to examine the driving factors of salespeople's relational behaviors in the business to business marketing context. Design/methodology/approach – The hypotheses were tested through a quantitative study via an online survey. Data were collected from 224 salespeople dealing with business customers in manufacturing as well a...
Article
Full-text available
The need for a systems approach to modelling and understanding service is now well established (Barile, 2009; Barile and Polese, 2009; Golinelli, 2010; Ng et.al.,2011a). Following the construction of Maglio et al. (2009), we view a service system as a network of agents and interactions that integrate resources for value co-creation.To date, several...
Chapter
Full-text available
Purpose – The purpose of this chapter is to provide a comprehensive understanding of current literature on value. In exploring perspectives on economics, choice, consumption and evaluation of value, assumptions and limitations of extant approaches are highlighted and an integrative framework of value is proposed. It is suggested that this integrati...
Article
Full-text available
While service-dominant logic proposes that all "Goods are a distribution mechanism for service provision" (FP3), there is a need to understand when and why a firm would utilise direct or indirect (goods) service provision, and the interactions between them, to co-create value with the customer. Three longitudinal case studies in B2B equipment-based...
Chapter
Full-text available
This chapter examines the contributions made within this book and seeks to add to the development of the framework for complex engineering service systems. Particular focus is placed upon emergent value, which is co-created as customer variety permeates processes.
Chapter
In the present study, we investigated two outcome-based maintenance, repair and overhaul (MRO) service contracts in the attempt to better understand the effect of relational governance on firms’ boundary-spanners behaviours in co-producing complex engineering service. Our field interviews indicate that managers are heavily dependent on interpersona...
Chapter
Full-text available
There is evidence that service transformation is bringing substantial benefits to traditional design and manufacturing organisations leading them to invest in transforming into service firms co-creating value with their customers. However there is lack of understanding in how these organisations can effectively and efficiently (re)design their serv...
Chapter
Full-text available
Complex Engineering Service provision is a developing area for both practitioners and academics. Delivery requires an integrated offering, drawing upon company, customer and supplier resources to deliver value that is an integration of complex engineered assets, people and technology. For a business to present a sustainable value proposition, manag...
Chapter
Full-text available
This chapter presents a conceptual discourse for embedding the new discipline of service science. It argues for service science to be free of paradigmatic research influences of existing disciplines, proposing service science as an integrative discipline of engineering, technological and, social sciences for the purpose of value cocreation with cus...
Article
Summary In outcome-based equipment provision services, the service provider often relies on the client's operand and operant resources to deliver service outcomes. Successful service co-production is accomplished through the cooperation between individual employees, especially those who span the boundaries of the provider and the client organisatio...
Article
Full-text available
This paper investigates an integrated form of revenue management through the case of Empress Cruise Lines (ECL). The case highlights a multidisciplinary approach towards how demand and supply factors should be integrated in the form of four decision sets in revenue management decisions – the value set, the segmentation set, the sensitivity set and...
Book
For manufacturers of complex engineering equipment, the focus on service and achieving outcomes for customers is the key to growth. Yet, the capability to provide service for complex engineered products is less understood. Taking a trans-disciplinary approach, Complex Engineering Service Systems covers various aspects of service in complex engineer...
Article
Full-text available
Purpose – This case study aims to explore the risks and challenges associated with the implementation of outcome-based contracts (OBCs) in maintenance, repair and overhaul services in the defence industry. It also aims to identify ways to address and reduce them. Design/methodology/approach – The case study approach was used to capture the dynamics...
Article
Full-text available
This is a post-peer-review, pre-copyedit version of an article published in Journal of Revenue and Pricing Management. The definitive publisher-authenticated version Journal of Revenue and Pricing Management is available online at: Intermediating services are relatively new in research. This study explores how consumers may determine the value of i...
Article
Full-text available
This article considers four major movements which the author believes would have an impact on the future of pricing and revenue models. First, the inclusion of the customer and other stakeholders for value co-creation would have an impact on pricing. Second, value in future services would reside within a complex service system with multiple stakeho...
Article
Author's pre-print version. The definitive version is available at http://www3.interscience.wiley.com
Conference Paper
Full-text available
Traditional engineering business models in aerospace manufacture and deliver finished equipment to the customer. Service provision is typically limited to procedural documentation and providing spare parts to the end user. Commercial pressures have resulted in end users structuring their own core business activities resulting in the need for origin...
Article
Full-text available
Author's conference paper. To be published in Proceedings of the 11th International Research Seminar in Services Management, 24-26 May 2010, La Londe, France; issued as working paper; article under review at Management Science This paper investigates co-production in a B2B Maintenance, Repair and Overhaul (MRO) service contract where the firm is ta...
Article
Full-text available
Two outcome-based defence contracts are studied in the attempt to better understand the provision of services in maintenance, repair and overhaul (MRO) environment that is contracted on the outcome of the equipment, rather than the provision of equipment. The nature of the contract changes the dynamics of the delivery, bringing complex issues such...
Article
Full-text available
Purpose – The purpose of this paper is to study the non-consumption of a service by advance buyers, the re-selling of relinquished capacity at spot time and the effect on the pricing of advance and spot demand of services. Design/methodology/approach – The paper employs mathematical economics modeling technique. Findings – The model shows that adva...
Conference Paper
Full-text available
This paper presents a discourse for embedding the new discipline of service science. It argues for service science to be free of the paradigmatic research influences of existing disciplines and propose service science as an integrative discipline of engineering, technological and social sciences (including business and law) for the purpose of value...
Article
Full-text available
Pre-print of article accepted for publication in Journal of Marketing for Higher Education With the marketization of UK higher education, this paper develops a framework from services marketing that can assist universities in understanding what market orientation means and how students would value their offerings. Our study shows that the core serv...
Article
Full-text available
This article studies the evolution of the economic man (Homo economicus) from its original conception until the current day. By analyzing the discourse of economic articles, we provide a chronological account of the economic man's intellectual and philosophical development as it evolved from what we term the philosophical age to the neoclassical ag...
Article
Full-text available
"This is a post-peer-review, pre-copyedit version of an article published in Journal of Revenue and Pricing Management. The definitive publisher-authenticated version Journal of Revenue & Pricing Management, July 2008, pp. 185-95 is available online at: http://www.palgrave-journals.com/rpm/index.html" Embargo until February 2010. This paper argues...
Article
Full-text available
Since service production and consumption are inseparable, many service firms sell their capacity in advance. This paper examines the optimality and practice of advanced sale of service capacity under duopolistic competition. Using a game-theoretic approach, it attempts to explain why, despite sophisticated practices of advanced sale in many service...
Article
Full-text available
This article studies the evolution of the economic man ("Homo economicus") from its original conception until the current day. By analyzing the discourse of economic articles, we provide a chronological account of the economic man's intellectual and philosophical development as it evolved from what we term the philosophical age to the neoclassical...
Article
Full-text available
Pre-print; author's draft Consumers' choices depend on the net value they get after taking into account both monetary and non-monetary costs incurred from the purchase. This paper looks at the need to revise the understanding of value relating to price, that is replacing consumer surplus with net value and incorporating price and non-price outlays...
Article
Full-text available
Pre-print; author's draft This paper performs a review of the various pre-emption strategies prescribed in the economics literature. These are cost superiority, consumers' switching cost, channel exclusivity, environmental barriers of entry and credible commitment to react aggressively. Through our analysis, we develop an integrative framework of t...
Article
In a world of changing lifestyles brought about by new services, technology and e-commerce, this book enters the arena of contemporary research with particular topicality. Integrating both theory and real world practices, Ng advances the latest concepts in pricing and revenue management for services in a language that is useful, prescriptive and ye...
Article
Full-text available
This paper presents a theoretical framework of advance demand through six propositions. The framework introduces the concept of acquisition and valuation risks and suggests that advance demand distribution is rooted in the trade-off between them. Furthermore, since advance buyers may not consume, firms may be able to re-sell relinquished capacity....
Article
Pre-print; author's draft dated March 29, 2005 Services marketing literature treats the distribution of services as distributing service delivery, as opposed to service sales. Yet, many services are not delivered at the time of the sale, and the firm is selling a promise that the service will be delivered at some future time. This paper shows that...
Chapter
This chapter offers insights into the challenges students from the Far East face on courses in the UK. In addition, it investigates students’ perceptions of the value of the business education obtained in the UK, and of the applicability of that education in the students’ home countries. The results show that Far Eastern students employ thinking st...
Article
Full-text available
Pre-print; author's draft This paper reports on a longitudinal project to develop a new teaching tool that aids students’ transfer abilities in marketing – a photoessay. A photoessay is a group of photographs with a common theme, used as instruction through its presentation, accompanied by narration. Through a qualitative study embedded within an a...
Article
Full-text available
This is a post-peer-review, pre-copyedit version of an article published in Journal of Revenue and Pricing Management. The definitive publisher-authenticated version is available online at: http://www.palgrave-journals.com/rpm/index.html This paper takes an interdisciplinary approach towards revenue management, incorporating economics and marketing...