A manufacturer moving upstream: triadic collaboration for service delivery

Purpose - The purpose of this paper is to explore servitization in the context of the service supply chain, particularly the effects of the relationship between the subsystem supplier and the end user on the supplier's as well as on the supply chain's ability to provide industrial services. In addition, it aims to present a solution to overcome the challenges of lack of this relationship. Design/methodology/approach - A case study incorporating an explorative design science approach identifies a theoretically novel and practically relevant problem in the field of service supply chain management. The study combines empirical data collection; systematic conceptualization of means and ends; evaluation of proposed solutions in iterative- and action-oriented cycles; and theoretical explanation of the observed phenomena and outcomes. Findings - By establishing a triadic operational model with an integrator and end user, the subsystem supplier can servitize within a supply chain in which the end user relationship is controlled by the integrator. This enables the combining of critical service provision capabilities: supplier's maintenance-related capabilities and integrator's end user access. Research limitations/implications - Further research is needed to determine the importance of managing the transition to subsystem suppliers in different types of industrial service supply chains. Because these observations and proposals are based on a single case study, the authors cannot draw conclusions as to how they apply to manufacturers in different problem situations. Practical implications - The paper presents a decision-making procedure that describes how a subsystem supplier opting for cooperation in the service supply chain can formulate a coherent set of triadic operational models with intermediaries and end users. Originality/value - The paper shows how servitization takes place on supply chain level.