Modeling the transition to a provider-customer relationship in servitization for expansion of customer activity cycles

Servitization requires that manufacturers shift their organizational capabilities and processes from sales to product-service systems and recognize the broader business activities of customer service companies. This study models the knowledge-based transition to the provider-customer relationship, using an actor network model for an auto-parts manufacturer as an example. We propose a model chain that explains the servitization process for construction equipment. A technical tool for design-in-use activities of customers is crucial to transform servitization into the next phase. Interconnections among activity cycles of providers and customers result in the transformation of the functional structure through service provision and knowledge transfer.