A Dynamic Capabilities Perspective on Service-orientation in Demand-supply Chains

AbstractOrganizations in the current competitive business environment need to provide highly customized integrated solutions through dynamic collaborations within value networks. This need has been increasingly considered through different notions like Product Service System (PSS) and Service-Dominant (S-D) logic. These emerging notions shift a conventional supply chain towards a Service-Oriented Demand-Supply Chain (SODSC). The SODSC embraces the co-creation of a customer-centric value in the form of integrated solutions through a dynamic networked business. This paper, from a dynamic capabilities perspective, aims to move towards the operationalization of the characteristics of the SODSC. For this, we conduct a design science research approach that results in ten concrete dynamic capabilities enabling service-orientation. The validity of these concrete dynamic capabilities is evaluated on the basis of a case study in a mobility service ecosystem