Journal
SERVICE BUSINESS
Volume 7, Issue 4, Pages 513-537Publisher
SPRINGER HEIDELBERG
DOI: 10.1007/s11628-013-0182-1
Keywords
Servitization; Service infusion; Industrial service; Case study; Organizational ecology
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The literature on service business in manufacturing companies posits that manufacturers servitize by increasing the proportion of services offered. This study presents two paths that are contrary to such forward-unidirectional servitization, indicating reversed servitization. In the first case, a capital goods manufacturer lost visibility to its installed base due to evolving product technology. We use the case of photocopier manufacturer Xerox to support our findings; a regulation change forced Xerox to move from a service-based toward a product-based business model. We thus propose that influencing environmental factors need to be researched and that the literature of organizational ecology may serve as a complementary perspective.
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