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Managing servitization in distributor-mediated service triads

Research output: Other conference contributionPaper, poster or abstractProfessional

Details

Original languageEnglish
Publication statusPublished - Nov 2019
Publication typeNot Eligible
EventINTERNATIONAL CONFERENCE ON BUSINESS SERVITIZATION - San Sebastian, Spain
Duration: 21 Nov 201922 Nov 2019
Conference number: VII

Conference

ConferenceINTERNATIONAL CONFERENCE ON BUSINESS SERVITIZATION
Abbreviated titleICBS
CountrySpain
CitySan Sebastian
Period21/11/1922/11/19

Abstract

Servitization concerns manufacturing firms, their customers, and possible third parties in their supply chain. The involvement of third parties such as external service providers and distributors may generate challenges to servitization and needs to be managed well in the manufacturing firms’ customer relationships. The purpose of this paper is to explore servitization in the supply chain in the relationship between manufacturing firms and distributors. A qualitative case study was implemented in a manufacturing firm that provides customized solutions to global customers and uses distributors in their supply chain. The findings show that the manufacturing firms need to support distributors in their servitization and develop required capabilities for the distributors. The research contributes an understanding about the dynamics of interactions in a service triad based on the complexity of the offering and the capabilities of the distributors. The paper shows how servitization can be managed on the supply chain level.