Heat-as-a-Service (HaaS): a Complex Adaptive Systems perspective on servitization
Heat-as-a-Service (HaaS): a Complex Adaptive Systems perspective on servitization
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DOI：
10.1080/09537287.2023.2189639
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发表时间：
2023-03
期刊：
影响因子：
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通讯作者：
Raphael Wasserbaur;A. Schroeder;A. Beltagui
中科院分区：
文献类型：
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作者：
Raphael Wasserbaur;A. Schroeder;A. Beltagui
服务化通过在组织内部和组织之间引入动态的相互依赖性，增加了制造企业的不确定性和复杂性。本研究提出复杂适应系统（CAS）的概念透镜框架制造商的服务提供系统和混合仿真方法，以探索他们的服务化旅程的动态相互依赖性。锅炉制造商转型为供热即服务（哈斯）提供商的案例用于研究服务业务增长，数字化工作和运营效率之间的动态相互依赖关系，以及新兴服务和现有产品业务之间的相互作用。调查结果表明，制造商将经历最初的“成本冲击”，随着服务交付的优化和诊断准确性的提高，成本冲击将显著下降。这项研究有助于服务化文献引入CAS作为一个理论的角度和混合建模作为一种实用的方法来探索和调和的战略和业务层面的服务化。
Servitization increases uncertainty and complexity in manufacturing firms by introducing dynamic interdependencies within and between organisations. This study proposes the conceptual lens of Complex Adaptive Systems (CAS) to frame manufacturers’ service delivery systems and a hybrid simulation approach to explore the dynamic interdependencies of their servitization journeys. The case of a boiler manufacturer transforming to a provider of Heat-as-a-Service (HaaS) is used to examine the dynamic interdependencies between the growth of a service business, digitalisation efforts and operational efficiency as well as the interaction between the emerging service- and existing product business. The findings indicate that the manufacturer will experience an initial ‘cost-shock’ which will significantly decline as service delivery optimises and diagnostic accuracy improves. The study contributes to the servitization literature by introducing CAS as a theoretical perspective and hybrid modelling as a practical approach to explore and reconcile the strategic and operational dimensions of servitization.