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Servitising manufacturers:the impact of service complexity and contractual and relational capabilities


Reference:

Kreye, M. E., Roehrich, J. K. and Lewis, M. A., 2015. Servitising manufacturers:the impact of service complexity and contractual and relational capabilities. Production Planning and Control, 26 (14 - 15), pp. 1233-1246.

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    Official URL:

    http://dx.doi.org/10.1080/09537287.2015.1033489

    Abstract

    Processes of servitisation will lead providers to change their service delivery structures, but they also need to transform broader organisational attributes including contractual and relational capabilities. Based on case studies in the European healthcare sector, we investigate the influence of increasing levels of service complexity on this transformation. Our findings are potentially counter-intuitive, suggesting that contractual capabilities do not increase with service complexity. Instead, we observed increased levels of relational capabilities, manifest in the visibility of the provider on the customer site, the number of ‘non-requested’ site visits and increasingly informal information exchange.

    Details

    Item Type Articles
    CreatorsKreye, M. E., Roehrich, J. K. and Lewis, M. A.
    DOI10.1080/09537287.2015.1033489
    Uncontrolled Keywordscontractual and relational capabilities,multiple case studies,product–service system,service complexity,servitisation
    DepartmentsSchool of Management
    Publisher StatementServitizing_Manufacturers.pdf: This is an Accepted Manuscript of an article published by Taylor and Francis in Production Planning and Control on 24.07.2015, available online: http://www.tandfonline.com/10.1080/09537287.2015.1033489
    RefereedYes
    StatusPublished
    ID Code46516

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