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Exploring servitization through the paradox lens: Coping practices in servitization
International Journal of Production Economics ( IF 9.8 ) Pub Date : 2020-08-01 , DOI: 10.1016/j.ijpe.2020.107619
Marko Kohtamäki , Suvi Einola , Rodrigo Rabetino

Abstract The study analyzes the coping practices that emerge when a manufacturer of standardized products and add-on services expands to provide customized solutions. Based on a comparative case study methodology conducted across four case companies, and an analysis of extensive documentary data, the study challenges the dichotomous ‘either-or thinking’ in servitization research and highlights ‘both-and thinking’ by identifying both paradoxes and coping practices. The study extends the literature by identifying four paradoxes in servitization: 1) effectiveness in the customization of solutions vs. efficiency in product manufacturing, 2) building a customer orientation vs. maintaining an engineering mindset, 3) organizing product and service integration vs. separated services and product organizations, and 4) exploratory innovation in solutions vs. exploitative innovation in product manufacturing. Moreover, the study identifies nine practices that manufacturing companies apply when coping with the paradoxical challenges that emerge during servitization. The findings may help manufacturing companies understand, accept, and address paradoxical challenges and balance tensions, as not all tensions can be resolved. The identification of these paradoxes allows us to understand the difficulties that manufacturing companies face during the servitization process and may help explain the servitization-deservitization trend among some manufacturing companies that some recent studies have identified.

中文翻译:

通过悖论的视角探索服务化:服务化中的应对实践

摘要 本研究分析了标准化产品和附加服务制造商扩展以提供定制解决方案时出现的应对实践。基于对四家案例公司进行的比较案例研究方法,以及对大量文献数据的分析,该研究挑战了服务化研究中的二分法“非此即彼”,并通过识别悖论和应对实践来突出“兼而有之” . 该研究通过确定服务化中的四个悖论扩展了文献:1) 定制解决方案的有效性与产品制造的效率,2) 建立以客户为导向与保持工程思维,3) 组织产品和服务集成与分离服务和产品组织,以及 4) 解决方案与解决方案的探索性创新 产品制造开发性创新。此外,该研究确定了制造公司在应对服务化过程中出现的矛盾挑战时所采用的九种做法。研究结果可能有助于制造公司理解、接受和解决矛盾的挑战并平衡紧张局势,因为并非所有紧张局势都可以解决。识别这些悖论使我们能够理解制造企业在服务化过程中所面临的困难,并可能有助于解释最近一些研究发现的一些制造企业的服务化-非服务化趋势。该研究确定了制造公司在应对服务化过程中出现的矛盾挑战时所采用的九种做法。研究结果可能有助于制造公司理解、接受和解决矛盾的挑战并平衡紧张局势,因为并非所有紧张局势都可以解决。识别这些悖论使我们能够理解制造企业在服务化过程中所面临的困难,并可能有助于解释最近一些研究发现的一些制造企业的服务化-非服务化趋势。该研究确定了制造公司在应对服务化过程中出现的矛盾挑战时所采用的九种做法。研究结果可能有助于制造公司理解、接受和解决矛盾的挑战并平衡紧张局势,因为并非所有紧张局势都可以解决。识别这些悖论使我们能够理解制造企业在服务化过程中所面临的困难,并可能有助于解释最近一些研究确定的一些制造企业的服务化-非服务化趋势。
更新日期:2020-08-01
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