Servitization, Services and Managing Complexity: Representation of Services in Contractual Agreements

Ieva Harjo; Thomas Frandsen; Juliana Hsuan

Servitization, Services and Managing Complexity: Representation of Services in Contractual Agreements

Ieva Harjo, Thomas Frandsen, Juliana Hsuan

Department of Operations Management

Research output: Contribution to conference › Paper › Research

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Abstract

This paper explores how seemingly complex servitized solutions can become tradable in a customer–supplier relationship by objectification and abbreviation. The key argument is that the complexity of product-service solutions can be reduced by abbreviation of the reality in written form of contracts and agreements that allow for customization while
making the offer more comprehensible for customers and more manageable for suppliers. Preliminary results from an exploratory case study are presented.

Original language	English
Publication date	2016
Number of pages	10
Publication status	Published - 2016
Event	The 23rd International Annual EurOMA Conference 2016: Interactions - Norwegian University of Science and Technology (NTNU), Trondheim, Norway Duration: 17 Jun 2016 → 22 Jun 2016 Conference number: 23 http://www.euroma2016.org/

Conference

Conference	The 23rd International Annual EurOMA Conference 2016
Number	23
Location	Norwegian University of Science and Technology (NTNU)
Country/Territory	Norway
City	Trondheim
Period	17/06/2016 → 22/06/2016
Internet address	http://www.euroma2016.org/

Keywords

Servitization
Solutions
Customer-supplier relationships

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pub_Euroma 2016_Harjo et alFinal published version, 446 KBLicence: CC BY-NC-ND

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Cite this

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title = "Servitization, Services and Managing Complexity: Representation of Services in Contractual Agreements",

abstract = "This paper explores how seemingly complex servitized solutions can become tradable in a customer–supplier relationship by objectification and abbreviation. The key argument is that the complexity of product-service solutions can be reduced by abbreviation of the reality in written form of contracts and agreements that allow for customization while making the offer more comprehensible for customers and more manageable for suppliers. Preliminary results from an exploratory case study are presented.",

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AU - Frandsen, Thomas

AU - Hsuan, Juliana

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N2 - This paper explores how seemingly complex servitized solutions can become tradable in a customer–supplier relationship by objectification and abbreviation. The key argument is that the complexity of product-service solutions can be reduced by abbreviation of the reality in written form of contracts and agreements that allow for customization while making the offer more comprehensible for customers and more manageable for suppliers. Preliminary results from an exploratory case study are presented.

AB - This paper explores how seemingly complex servitized solutions can become tradable in a customer–supplier relationship by objectification and abbreviation. The key argument is that the complexity of product-service solutions can be reduced by abbreviation of the reality in written form of contracts and agreements that allow for customization while making the offer more comprehensible for customers and more manageable for suppliers. Preliminary results from an exploratory case study are presented.

KW - Servitization

KW - Solutions

KW - Customer-supplier relationships

KW - Servitization

KW - Solutions

KW - Customer-supplier relationships

M3 - Paper

Y2 - 17 June 2016 through 22 June 2016

ER -