Cited by 568Service and Product InnovationSustainable Supply Chain ManagementOutsourcing and Supply Chain Management

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Challenges in transforming manufacturing organisations into product‐service providers

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Martinez, Veronica, Bastl, Marko, Kingston, Jennifer, Evans, Stephen·2010·Journal of Manufacturing Technology Management

DOI 10.1108/17410381011046571

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Abstract

Purpose: The purpose of this paper is to present challenges experienced by UK manufacturing companies undergoing a servitization journey to becoming product‐service providers. Design/methodology/approach: The paper uses an exploratory single‐case study approach based on semi‐structured interviews, and archival data. A total of 22 senior managers were interviewed from the product‐service provider and its two suppliers, resulting in more than 400 pages of interview data. Data were analysed through an inductive research analysis by an emergent identification of patterns. Findings: This research identifies critical and frequent challenges experienced by UK manufacturing companies undergoing a servitization journey to becoming product‐service system (PSS) providers. They are condensed into five pillars, which constitute the architecture of challenges in servitization. The architecture of challenges in servitization provides a full description of the strategy and operations of PSSs. Research limitations/implications: This is qualitative research based on a single case study. Given the nature of research design, the identified patterns cannot be used as a predictive tool. Practical implications: This research provides a framework to understand, analyse and plan the strategic transformations to more highly servitized organisational forms. Originality/value: This paper contributes to knowledge with a new model called “the architecture of challenges in servitization”. This is the only model that explains the importance of the strategic, operational and social tests that organisations confront when adopting servitization strategies. If companies understand these challenges, they have the potential to create unique sets of values for a variety of stakeholders.

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Authors: Martinez, V., Bastl, M., Kingston, J., & Evans, S.
Affiliations: Cranfield University (GB)
ORCID: Martinez, Veronica
Bastl, Marko
Kingston, Jennifer
Evans, Stephen
Venue: Journal of Manufacturing Technology Management
Publisher: Emerald
Published: 2010-05-04
Volume: 21
Issue: 4
Pages: 449-469
ISSN: 1741-038X (ISSN-L)
DOI: 10.1108/17410381011046571
OpenAlex: W2063721037
Cited by: 567
References: 83
Citations by year: 2026: 11 · 2025: 10 · 2024: 25 · 2023: 24 · 2022: 31 · 2021: 65 · 2020: 41 · 2019: 52 · 2018: 62 · 2017: 57 · 2016: 38 · 2015: 48 · 2014: 40 · 2013: 34 · 2012: 19
FWCI: 59.94
Type: journal article
Language: en
Open access: green
dspace.lib.cranfield.ac.uk
Licence: www.emerald.com/insight/site-policies (tdm)
Locations: Journal of Manufacturing Technology Management (publishedVersion)
CERES (Cranfield University) (submittedVersion)
Funders: Engineering and Physical Sciences Research Council
Intelligent Manufacturing Research Center
Topics: Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
Social Sciences › Business, Management and Accounting › Strategy and Management › Sustainable Supply Chain Management
Social Sciences › Business, Management and Accounting › Management Information Systems › Outsourcing and Supply Chain Management
Keywords: servitization, product-service systems, manufacturing companies, strategic change, organizational change, supplier relationships, UK manufacturing

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Challenges in transforming manufacturing organisations into product‐service providers

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