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.
Type de document :
Communication dans un congrès
Tim Baines; Ben Clegg; David Harrison. Spring Servitization Conference (SSC2014), May 2014, Birmingham, United Kingdom. Aston Business School, Growth through Servitization: Drivers, Enablers, Processes and Impact (SSC2014); Proceedings of the Spring Servitization Conference (SSC2014), p 104-111, 2014, 〈https://research.aston.ac.uk/〉
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https://hal-emse.ccsd.cnrs.fr/emse-01085298
Contributeur : Florent Breuil <>
Soumis le : vendredi 21 novembre 2014 - 10:35:40
Dernière modification le : dimanche 15 octobre 2017 - 22:44:07

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  • HAL Id : emse-01085298, version 1

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Nadine Dubruc, Sophie Peillon, Abdallah Farah. The customer-supplier contract as a boundary-object within the servitization process. Tim Baines; Ben Clegg; David Harrison. Spring Servitization Conference (SSC2014), May 2014, Birmingham, United Kingdom. Aston Business School, Growth through Servitization: Drivers, Enablers, Processes and Impact (SSC2014); Proceedings of the Spring Servitization Conference (SSC2014), p 104-111, 2014, 〈https://research.aston.ac.uk/〉. 〈emse-01085298〉

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