Identifying tensions in the servitized value chain


OVERVIEW: Servitization is recognized as an opportunity for manufacturing firms to harvest additional value by accessing new sources of revenue and expanding their reach up and down the value chain. It is a network activity, as it involves not just the servitizing firm but actors across the firm’s ecosystem. Most studies argue that servitization creates value for all network actors. However, service innovation activities may also result in the firm appropriating value from other actors, creating tensions in the network. Those tensions can undermine servitization efforts and destroy value for all participants. To avoid this outcome, firms must anticipate and manage tensions to create cooperative relationships with value chain partners. Through a series of semi-structured interviews with key actors at servitizing firms and their customers and intermediaries, we identified specific types and sources of tensions in the servitization process and explored how they might be mitigated or managed.

Publication DOI:
Divisions: College of Business and Social Sciences > Aston Business School > Operations & Information Management
Additional Information: This is an Accepted Manuscript of an article published by Taylor & Francis Group in Research-Technology Management on 26/8/2016, available online at:
Uncontrolled Keywords: Business model innovation,Service innovation,Servitization,Value chain,Engineering(all),Strategy and Management,Management of Technology and Innovation
Publication ISSN: 1930-0166
Last Modified: 04 Jun 2024 07:16
Date Deposited: 12 Mar 2020 16:07
Full Text Link: https://www.res ... 36d6d847a).html
Related URLs: http://www.scop ... tnerID=8YFLogxK (Scopus URL)
PURE Output Type: Article
Published Date: 2016-08-26
Accepted Date: 2016-06-28
Authors: Jamie, Jamie Burton
Story, Vicky
Zolkiewski, Judy
Raddats, Chris
Baines, Tim S. (ORCID Profile 0000-0002-7518-2967)
Medway, Dominic



Version: Accepted Version

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