Reversed servitization paths: a case analysis of two manufacturers

Max Finne (), Saara Brax and Jan Holmström

Service Business, 2013, vol. 7, issue 4, 513-537

Abstract: 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. Copyright Springer-Verlag Berlin Heidelberg 2013

Keywords: Servitization; Service infusion; Industrial service; Case study; Organizational ecology (search for similar items in EconPapers)
Date: 2013
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Citations: View citations in EconPapers (16)

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DOI: 10.1007/s11628-013-0182-1

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