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The customer-supplier contract as a boundary-object within the servitization process

Abstract : In this paper we focus on how a manufacturer can modify hi s organization in order to be able to offer services in the specific context of SMEs. We suggest considering the customer - supplier contract as a boundary object (Star & Griesemer, 1989) which really becomes a significant artifact within the servitization process. In particular, it allows the connection between different communities: suppliers, customers, management, and the employees. It serves as a mean of translation about the needs of the customer and the services which could be offered. It’s also used as a mean of coordination when the pace and the terms of interventions are defined. To understand in depth the role of the contract, we will be using a single case study (Yin, 1994) a French SME to show the difficulties faced by a company/organization when entering a servitization process. As noticed by literature, moving from a pure goods manufacturer to a PSS supplier is really challenging, and the challenges are centered on the contract settlement.
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Contributor : Florent Breuil Connect in order to contact the contributor
Submitted on : Friday, November 21, 2014 - 10:35:40 AM
Last modification on : Friday, February 4, 2022 - 9:08:06 AM


  • HAL Id : emse-01085298, version 1


Nadine Dubruc, Sophie Peillon, Abdallah Farah. The customer-supplier contract as a boundary-object within the servitization process. Spring Servitization Conference (SSC2014), May 2014, Birmingham, United Kingdom. p 104-111. ⟨emse-01085298⟩



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