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Customer expectation from Industrial Internet of Things (IIOT)

A. Seetharaman (S.P. Jain School of Global Management – Singapore Campus, Singapore)
Nitin Patwa (S.P. Jain School of Global Management – Dubai Campus, Dubai, United Arab Emirates)
A.S. Saravanan (Taylor’s University, Subang Jaya, Malaysia)
Abhishek Sharma (S.P. Jain School of Global Management – Singapore Campus, Singapore)

Journal of Manufacturing Technology Management

ISSN: 1741-038X

Article publication date: 13 June 2019




The purpose of this paper is to discuss how the rush of technological change will consolidate the worldwide reach of the internet with more capacity, specifically to control the physical world, including the machines, industrial facilities and frameworks that characterize cutting-edge technology.


The data were collected from 203 respondents predominantly from emerging economies, specifically India and SEA. Most of the participants are working professionals. Structural equation modelling was used to analyze data, as it is a popular statistical technique because of its ability to model selected independent variables and take into account all possible forms of measurement error to test an entire theory.


The Industrial Internet of Things (IIOT) platform comprises four fundamental capabilities: connectivity, big data, advanced analytics and application development. The IIOT has the potential to provide a high level of synergies between the 4 Ms of manufacturing, namely, man, machine, material and method.

Research limitations/implications

The collected data are predominately from India and SEA (close to 75 per cent), while contributions from other regions are comparatively less, so the findings cannot be generalized to the global context.

Practical implications

It is in the interest of service providers to collaborate and provide a universal solution to retain legacy systems to minimize the investment and reduce the security threat, which could boost IIOT adoption while ensuring that manufacturers are able to leverage this new technology efficiently.


The framework obtained has good quality of validity and reliability indicators. Thus, an alternative framework has been added to customer expectation which is currently a popular topic in the technological changes.



Seetharaman, A., Patwa, N., Saravanan, A.S. and Sharma, A. (2019), "Customer expectation from Industrial Internet of Things (IIOT)", Journal of Manufacturing Technology Management, Vol. 30 No. 8, pp. 1161-1178.



Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited

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