Moving Beyond Manufacturing: Building a Research Agenda for Servitizing Service Firms and Ecosystems

Jamie Burton, Chris Raddats, Vicky Story, Shaun West, Judy Zolkiewski

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review


Researchers are building increasing competence in the area of ser-vitization with respect to manufacturing and more recently digital servitization. A much smaller volume of work considers the value of servitization for service organizations and ecosystems, despite early recognition that servitization is ap-plicable to service providers, manufacturers, and other actors such as distribu-tors. This provides an opportunity to move beyond manufacturing to explore how servitization applies and manifests in service providers. The paper uses concepts from Service-Dominant Logic (SDL) and Service Science and focuses on key business activities undertaken by actors in an ecosystem and considers them for independent service providers (ISPs); that is, not companies acting as distributors for manufacturers’ products. Thus, this paper builds a research agenda for this embryonic research area, combining key strands of existing manufacturer-based research and applying them to a service provider context. We consider how the characteristics of ISPs might lead to differences to manu-facturer-focused servitization. We use exemplar vignettes to bring some of these issues to life and illustrate how ISPs may be better placed than manufac-turers to address these key business activities to implement servitization.
Original languageEnglish
Title of host publicationSmart Services Summit
Subtitle of host publicationSmart Services Supporting the New Normal
EditorsSaun West, Jurg Meierhofer, Utpal Mangla
PublisherSpringer Nature
Number of pages10
Publication statusPublished - 10 Apr 2022


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