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Trust or Control: How to Manage Behavioural Uncertainty for Industrial Product-Service System Provision?
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Innovation and Design.ORCID iD: 0000-0002-8939-5509
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Innovation and Design.
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Innovation and Design.ORCID iD: 0000-0003-3255-414X
2014 (English)Conference paper, Oral presentation only (Refereed)
Abstract [en]

Offering industrial product-services is argued to result in a significant change in the relational dynamics between provider and customer. The increased service content inherently leads to more co-creation of value with customers but may also increases the risks of opportunistic behaviour from customers. Such behaviour is hard to predict and therefore, understanding how provider can effectively manage such new behavioural challenges when offering industrial product-services is an important research question. The emerging Product-Service Systems (PSS) literature recognizes two ways to mitigate behavioural uncertainly, namely trust and control. However, these two concepts are not clearly understood in relation to managing provider and customer relationship in PSS. Therefore, the purpose of this study is to examine which conditions influence whether the provider should rely on trust or control to mitigate behavioural uncertainty. From a case study in a Swedish manufacturing company four factors where identified which include the history of the relationship, the customer’s culture, the market and the characteristics of the product.

Place, publisher, year, edition, pages
2014.
National Category
Other Engineering and Technologies not elsewhere specified
Research subject
Entrepreneurship and Innovation
Identifiers
URN: urn:nbn:se:ltu:diva-29756Local ID: 35445c72-880a-404b-90b7-a0367ff173f7OAI: oai:DiVA.org:ltu-29756DiVA, id: diva2:1002982
Conference
International CINet Conference : Operating Innovation - Innovating Operations 07/09/2014 - 09/09/2014
Projects
Fastelaboratoriet - VINNEXC
Note
Godkänd; 2014; 20140820 (vinpar)Available from: 2016-09-30 Created: 2016-09-30 Last updated: 2017-11-25Bibliographically approved

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fulltext(324 kB)84 downloads
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Type fulltextMimetype application/pdf

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CiteExportLink to record
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Citation style
  • apa
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Output format
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