Title: A capability perspective on service provision in project-based organisations

Authors: Saad Zighan; Ziad Al-Kalha; David Bamford; Iain Reid

Addresses: The Faculty of Administrative and Financial Sciences, University of Petra, Amman, Jordan ' The Business School, University of Jordan, Amman, Jordan ' The Business School, University of Huddersfield, Queensgate, HD1 3DH Huddersfield, UK ' Faculty of Business and Law, Manchester Metropolitan University, Oxford Road, Manchester, M15 6BH, UK

Abstract: The theoretical underpinnings related to the required capabilities of service provision remain under development. Hence, this study aims to explore the pathway for service business development in project-based organisations. Using a qualitative case study approach, 30 interviews were conducted with project-based organisations from five different industries in eight countries. Thematic analysis techniques were used to analyse the data. Upon which, this study identifies the essential capabilities for the successful implementation of servitisation strategies; these direct the projects to be customer orientated and sustain the core operations of service provision. Adopting dynamic capability theory, the study offers a roadmap for how project-based organisations develop and gain these capabilities. The results indicate a difference between the companies in developed as opposed to developing countries, when building their capabilities. The study contributes to the body of knowledge and proposes to decision makers the use of effective processes to help align project operations and service provision activities. It explains how project-based organisations reconfigure their resources to build essential capabilities to provide services. Moreover, the study highlights the differences between developed and developing countries in terms of the capabilities used and how they develop them.

Keywords: servitisation; project-based business; dynamic capability theory.

DOI: 10.1504/IJSOM.2021.114247

International Journal of Services and Operations Management, 2021 Vol.38 No.4, pp.467 - 489

Received: 20 Feb 2019
Accepted: 06 Apr 2019
Published online: 15 Apr 2021 *

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