Customer-pulled and provider-pushed pathways for product-service system: The contingent effect of the business ecosystems

Pereira Veridiana*, Melanie Kreye, Marly Monteiro de Carvalho

*Corresponding author for this work

Research output: Contribution to journalJournal articleResearchpeer-review

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Purpose: The overarching aim of this paper is to investigate distinctive pathways for product-service system development. Moreover, it investigates the contingent effect of the business ecosystem in terms of being provider-pushed or customer-pulled.
Design/methodology/approach: The study adopted a case-based research, performed in the Brazilian and Danish healthcare industries in order to explore the subject.
Findings: The results reveal that the capital available for investments influence the pathway. The customer-pulled product-service system fast evolved to become result-oriented and connected to a complex resource-dependent network in the business ecosystem. The provider-pushed product-service system showed a slow evolutionary pathway, limited to product-oriented offerings with low dependence among actors in the business ecosystem.
Originality/value: The research offers various managerial implications for PSS providers, policymakers and customers of the healthcare industry.
Original languageEnglish
JournalJournal of Manufacturing Technology Management
Issue number4
Pages (from-to)729-747
Publication statusPublished - 2019


  • Servitization
  • Systems development
  • Service systems

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