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.
| Original language | English |
|---|---|
| Pages (from-to) | 1233-1246 |
| Number of pages | 14 |
| Journal | Production Planning and Control |
| Volume | 26 |
| Issue number | 14 - 15 |
| Early online date | 24 Jul 2015 |
| DOIs | |
| Publication status | Published - 2015 |
Keywords
- contractual and relational capabilities
- multiple case studies
- product–service system
- service complexity
- servitisation
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Michael Lewis
- Management - Professor
- Centre for Sustainable and Circular Technologies (CSCT)
- Information, Decisions & Operations
- Bath Centre for Healthcare Innovation and Improvement
- Institute for Sustainability
Person: Research & Teaching, Core staff
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Jens Roehrich
- Management - Professor
- Information, Decisions & Operations
- Bath Centre for Healthcare Innovation and Improvement
Person: Research & Teaching