Gudergan, Gerhard, Gudergan, Siegfried, and Ambrosini, Véronique (2025) Dynamic capabilities-enabled servitization: the role of exploitative quality management. Production Planning & Control. (In Press)

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Abstract

Literature is silent on whether the impact of dynamic capabilities (DCs) on transformative efforts towards servitization is hampered by manufacturers’ exploitative quality management (QM) employed to improve production efficiencies. Based on theoretical and empirical insights about 60 manufacturers this paper offers propositions on this question and a nuanced appreciation of the conflicts and barriers manufacturers face to effectively use DCs to servitize. It shows that DCs strengthen manufacturers’ customer solution capabilities and service resources. However, although directly improving their service resources, exploitative QM weakens the positive impact of DCs on such resources, yet without necessarily affecting customer solution capabilities. Hence, manufacturers’ use of exploitative QM can bolster their service resources yet concurrently reduce the impact of their transformative efforts towards servitization. The paper also delves into the tensions that can arise between the equipment and service parts of a manufacturing organisation and proposes managerial guidance on how to address them.

Item ID:	85030
Item Type:	Article (Research - C1)
ISSN:	1366-5871
Keywords:	Dynamic capabilities, exploitation/exploration, quality management, servitization, manufacturing
Copyright Information:	© 2025 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group. This is an Open Access article distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives License (http://creativecommons.org/licenses/by-nc-nd/4.0/), which permits non-commercial re-use, distribution, and reproduction in any medium, provided the original work is properly cited, and is not altered, transformed, or built upon in any way. The terms on which this article has been published allow the posting of the Accepted Manuscript in a repository by the author(s) or with their consent.
Date Deposited:	31 Mar 2025 01:01
FoR Codes:	35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350718 Strategy @ 100%
SEO Codes:	15 ECONOMIC FRAMEWORK > 1503 Management and productivity > 150302 Management @ 100%
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