University of Twente Student Theses
A customer-supplier interface servitization maturity model in the context of industrial businesses
Yogarasa, Yasotha (2025) A customer-supplier interface servitization maturity model in the context of industrial businesses.
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| Abstract: | In response to the changing environment, industrial businesses are shifting from a product-oriented business model to a service-oriented business model, and this shift known as servitization has grasped much attention in the business world but remains understudied. The aim of this thesis is to study the customer-supplier interface in different types of servitization in industrial business context and to build a maturity model to guide the practitioners. Following the design science research methodology and by conducting a systematic literature review, five important dimensions of customer-supplier interface and servitization were found relevant for the following three types of servitization; basic product-oriented, R&D-oriented, and functional and operational servitization. To evaluate the customer-supplier interface dimensions against these three servitization types, initially a framework was built and later it was demonstrated in three different maturity models. The results provide a valuable contribution to theory and practice, yet, future research is needed to validate the proposed maturity models. |
| Item Type: | Essay (Master) |
| Faculty: | BMS: Behavioural, Management and Social Sciences |
| Subject: | 85 business administration, organizational science |
| Programme: | Business Administration MSc (60644) |
| Link to this item: | https://purl.utwente.nl/essays/106343 |
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