Investigating tensional knots in servitizing firms through communicative processes

• DOI: 10.1016/j.indmarman.2022.06.007
• Publication Date: 2022-07-07T10:04:30Z
• Authors: Jawwad Z. Raja; Isabelle Fabienne...; Thomas Frandsen
• Keywords: Structuring

Tensions and paradoxes have gained considerable traction in the broader general management literature recent years. Within servitization domain, however, they are only starting to receive attention. This paper explores tensions that industrial firms encounter when attempting integrate services solutions into their offerings. Following an exploratory multiple case study approach, we identify several experienced at intra- interorganizational levels by three firms. By drawing on four flows model—activity coordination, organizational self-structuring, institutional positioning, membership negotiation—we intersection of flows. The findings elucidate how many identified become knotted movement across is created through communicative processes. We make contributions processes explain paradoxical emerge within a context entangled. As servitizing move toward offering advanced services, likely face increasing number spanning levels. Our raises important implications as inextricable entanglements between creates complexity, which requires managers focus more clearly challenge coping with these ongoing basis.