The purpose of this study is to examine a buyer’s adoption of servitization and the
associated implications for the relationships with its suppliers.
There are overarching implications of servitization adoption for buyer-supplier
relationships. The implications are notable in all five relationship connectors. Parties expected more open exchange of information, operational linkages were strengthened and changes in the structural arrangements of relationships were witnessed. Legal contracts are complemented by relational norms.
The authors also observed a departure away from a win-lose mentality and increased levels of supplier adaptation to support the buyer’s provision of integrated solutions.