Can you put too much on your plate? Uncertainty exposure in servitized triads

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Can you put too much on your plate? Uncertainty exposure in servitized triads. / Kreye, Melanie E.

In: International Journal of Operations and Production Management, Vol. 37, No. 12, 2018, p. 1722-1740.

Research output: Contribution to journalJournal article – Annual report year: 2018Researchpeer-review

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@article{cd92eeeaa4d34b3b9bcf3e467885dbff,
title = "Can you put too much on your plate? Uncertainty exposure in servitized triads",
abstract = "Purpose: Servitization increases the uncertainty exposure of provider firms due to the operational differences between services and production which is further increased when operations are set in triads. This paper analyses the uncertaintyexposure in servitized triads and explores suitable organisational responses. Design/methodology/approach: A conceptual frame is defined detailing three uncertainty types (environmental, organisational and relational uncertainty) and suitable organisational responses to these. This frame guided the analysis of indepth case evidence from a cross-national servitized triad in a European-North African set-up which was collected through 29 semi-structured interviews and secondary data. Findings: The empirical study identified the existence of the three uncertainty types and directional knock-on effects between them. Specifically, environmental uncertainty created organisational uncertainty which in turn created relationaluncertainty. The uncertainty types were reduced through targeted organisational responses where formal relational governance reduced environmental uncertainty, service capabilities reduced organisational uncertainty, and informalrelational governance reduced relational uncertainty. The knock-on effects were reduced through organisational and relational responses.Originality: This paper makes two contributions. First, a structured analysis of the uncertainty exposure in servitized triads is presented which shows the existence of three individual uncertainty types and the knock-on effects betweenthem. Second, organisational responses to reduce the three uncertainty types individually and the knock-on effects between them are presented.",
keywords = "Outsourcing, Case study, Servitization, Product-service systems, Emerging markets, Offshoring services, Offshoring, Engineering services, Global operations, Service outsourcing",
author = "Kreye, {Melanie E.}",
year = "2018",
doi = "10.1108/IJOPM-06-2016-0357",
language = "English",
volume = "37",
pages = "1722--1740",
journal = "International Journal of Operations and Production Management",
issn = "0144-3577",
publisher = "JAI Press",
number = "12",

}

RIS

TY - JOUR

T1 - Can you put too much on your plate? Uncertainty exposure in servitized triads

AU - Kreye, Melanie E.

PY - 2018

Y1 - 2018

N2 - Purpose: Servitization increases the uncertainty exposure of provider firms due to the operational differences between services and production which is further increased when operations are set in triads. This paper analyses the uncertaintyexposure in servitized triads and explores suitable organisational responses. Design/methodology/approach: A conceptual frame is defined detailing three uncertainty types (environmental, organisational and relational uncertainty) and suitable organisational responses to these. This frame guided the analysis of indepth case evidence from a cross-national servitized triad in a European-North African set-up which was collected through 29 semi-structured interviews and secondary data. Findings: The empirical study identified the existence of the three uncertainty types and directional knock-on effects between them. Specifically, environmental uncertainty created organisational uncertainty which in turn created relationaluncertainty. The uncertainty types were reduced through targeted organisational responses where formal relational governance reduced environmental uncertainty, service capabilities reduced organisational uncertainty, and informalrelational governance reduced relational uncertainty. The knock-on effects were reduced through organisational and relational responses.Originality: This paper makes two contributions. First, a structured analysis of the uncertainty exposure in servitized triads is presented which shows the existence of three individual uncertainty types and the knock-on effects betweenthem. Second, organisational responses to reduce the three uncertainty types individually and the knock-on effects between them are presented.

AB - Purpose: Servitization increases the uncertainty exposure of provider firms due to the operational differences between services and production which is further increased when operations are set in triads. This paper analyses the uncertaintyexposure in servitized triads and explores suitable organisational responses. Design/methodology/approach: A conceptual frame is defined detailing three uncertainty types (environmental, organisational and relational uncertainty) and suitable organisational responses to these. This frame guided the analysis of indepth case evidence from a cross-national servitized triad in a European-North African set-up which was collected through 29 semi-structured interviews and secondary data. Findings: The empirical study identified the existence of the three uncertainty types and directional knock-on effects between them. Specifically, environmental uncertainty created organisational uncertainty which in turn created relationaluncertainty. The uncertainty types were reduced through targeted organisational responses where formal relational governance reduced environmental uncertainty, service capabilities reduced organisational uncertainty, and informalrelational governance reduced relational uncertainty. The knock-on effects were reduced through organisational and relational responses.Originality: This paper makes two contributions. First, a structured analysis of the uncertainty exposure in servitized triads is presented which shows the existence of three individual uncertainty types and the knock-on effects betweenthem. Second, organisational responses to reduce the three uncertainty types individually and the knock-on effects between them are presented.

KW - Outsourcing

KW - Case study

KW - Servitization

KW - Product-service systems

KW - Emerging markets

KW - Offshoring services

KW - Offshoring

KW - Engineering services

KW - Global operations

KW - Service outsourcing

U2 - 10.1108/IJOPM-06-2016-0357

DO - 10.1108/IJOPM-06-2016-0357

M3 - Journal article

VL - 37

SP - 1722

EP - 1740

JO - International Journal of Operations and Production Management

JF - International Journal of Operations and Production Management

SN - 0144-3577

IS - 12

ER -