Purpose

The purpose of this study is to analyse the effect of different forms of service supplier involvement on the service business dimensions necessary for servitisation and on the resulting servitisation performance.

Design/methodology/approach

Three different configurations of service supplier involvement are considered in this study: black box (service design and execution driven by the service supplier), grey box (joint service design) and white box (service design driven by the product firm). The study analyses their contribution by means of a cross-sectional quantitative survey with 104 Brazilian and Italian firms using multivariate analysis of variance.

Findings

Companies that adopted the grey box configuration presented the best results in servitisation. White and black box may offer different benefits depending on the service business dimension that the company chooses to emphasise.

Originality/value

The results show which type of service supplier involvement is more effective for servitisation. The empirical data demonstrate that a joint service design (grey box involvement) is the best approach, but the paper discusses limitations for its implementation and alternatives regarding the two other types of service supplier involvement. The findings contribute to the discussion on the role of service suppliers in servitisation and provide empirical evidence to support operations managers in deciding on how to organise their service supply chain when aiming for servitisation.

中文翻译：

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采用服务供应商进行服务化：哪种类型的供应商参与更有效？

目的

这项研究的目的是分析服务提供者参与不同形式对服务化所必需的服务业务维度以及由此产生的服务化绩效的影响。

设计/方法/方法

本研究考虑了服务供应商参与的三种不同配置：黑盒（由服务供应商驱动的服务设计和执行），灰盒（联合服务设计）和白盒（由产品公司驱动的服务设计）。该研究通过对104家巴西和意大利公司的横断面定量调查，使用方差的多元分析来分析他们的贡献。

发现

采用灰盒配置的公司在维修中表现出最好的效果。白盒和黑盒可能会提供不同的收益，具体取决于公司选择强调的服务业务范围。

创意/价值

结果表明，哪种类型的服务供应商参与对服务化更为有效。经验数据表明，联合服务设计（灰盒参与）是最好的方法，但是本文讨论了其实施的局限性以及其他两种类型的服务供应商参与的替代方法。这些发现有助于讨论服务提供商在服务化中的作用，并提供经验证据来支持运营经理决定如何在服务化过程中组织服务供应链。