Inter-organizational tensions in servitization: A dialectic process model

This study investigates inter-organizational tensions in servitization and develops a dialectic process model to better understand the emergent nature of servitization. Inter-organizational tensions have gained increasing attention in servitization literature recently, but their role in the emergent nature of servitization requires further research. By combining dialectic theory and the ARA framework from the Industrial Marketing and Purchasing (IMP) tradition, we develop a dialectic process model that identifies inter-organizational tensions as generative forces in servitization. We present a single case study about the implementation of a circular service proposition in the construction industry called Facade-as-a-Service. Our results reveal multiple tensions in a servitization context and how they emerged as a result of contradictory relationship structures in the existing and envisioned situations. We found that the tensions may be either anticipated as a result from direct clash between the status quo and an envisioned situation or unanticipated because they are indirectly as a result of interdepend ARA dimension. Our findings contribute to the existing literature by (i) extending knowledge on servitization tensions to a circular economy context, (ii) portraying servitization as a dialectic process that requires integration of competing interests, and (iii) opening the black box of inter-organizational tensions by adopting the ARA framework.

Automated summary

This study investigates inter-organizational tensions in servitization and develops a dialectic process model to better understand the emergent nature of servitization. The study combines dialectic theory and the ARA framework to identify inter-organizational tensions as generative forces in servitization. A single case study about the implementation of a circular service proposition in the construction industry is presented to reveal multiple tensions in a servitization context and how they emerged as a result of contradictory relationship structures in the existing and envisioned situations. The study contributes to the literature by extending knowledge on servitization tensions, portraying servitization as a dialectic process, and opening the black box of inter-organizational tensions by adopting the ARA framework.