Tensions in value spaces: The organizational buying center and advanced services

Judy Zolkiewski*, Vicky M. Story, Jamie Burton, Chris Raddats, Tim Baines, Dominic Medway

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

Abstract

Advanced services necessitate redistribution of activities and new value co-creation processes and configurations, which are negotiated through interactions between organizations' buying centers (BCs) and selling centers (SCs). Transition to advanced services is rarely smooth because ecosystem actors often move into value spaces or territories (in which value is created/co-created) occupied and/or coveted by other actors. An exploratory qualitative approach was used to explore the value-space tensions (22 semi-structured interviews with senior executives from a range of industrial sectors and ecosystem positions). Our findings identify four advanced services lifecycle phases and demonstrate how managing these tensions across phases and BCs and SCs within the ecosystem is a necessary negotiated process impacting value creation/co-creation. We adopt a new theoretical lens (combining territorial servitization and territoriality from economic geography) to explore value spaces within-and-between BCs and SCs in advanced services ecosystems, and contribute to extant literature by: (1) delineating servitization value-space tensions as either cognitive/relational or Cartesian/physical; (2) illustrating how value-space tensions within-and-between BCs and SCs hamper advanced service implementation; (3) revealing how value-space tensions within-and-between BCs and SCs impact value co-creation; and, (4) demonstrating how different tensions manifest between BCs and SCs across the advanced services lifecycle.

Original languageEnglish
Pages (from-to)196-210
JournalIndustrial Marketing Management
Volume114
Early online date25 Aug 2023
DOIs
Publication statusE-pub ahead of print - 25 Aug 2023

Bibliographical note

Crown Copyright © 2023 Published by Elsevier Inc. This is an open access article under the CC BY license (https://creativecommons.org/licenses/by/4.0/)

Keywords

  • Advanced services
  • Organizational buying center
  • Organizational selling center
  • Territorial servitization tensions
  • Value co-creation processes
  • Value spaces

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