Investigating the linkages between service types and supplier relationships in servitized environments

Manufacturers undergoing servitization resort to an increased number of suppliers to deliver services. Although managing upstream relationships is particularly critical in servitized contexts, theory development on this topic is still at an early stage. This study analyses the linkages between the types of services that servitized manufacturers outsource and the relationships they establish with their suppliers. First, we present a framework that is based on a multidimensional description of buyer–supplier relationships and on a categorisation of services. Second, we present the empirical findings coming from multiple case studies and discuss the characteristics of buyer-supplier relationships for Product support, Customer support and Process related services (the three categories investigated) in the light of the presented framework. The paper contributes to the servitization literature by showing that there is no one best way to shape buyer–supplier relationships in servitized environments. Instead, the type of service being outsourced is one of the key factors that influence the way upstream relationship should be crafted.