Capability matching between suppliers and customers in solution co-creation: a process-based model

Abstract

PurposeThe purpose of this study is to examine supplier–customer capabilities in solution co-creation and how they are matched from a relational process perspective.Design/methodology/approachUsing a qualitative approach, the authors identified 20 sets of supplier–customer capability matches by conducting in-depth interviews with 34 matched informants and retrieving suppliers’ archival data (project documents and success stories).FindingsThe authors identified 20 capability matching sets (21 supplier and 23 customer capabilities) and developed a process-based model of bilateral capabilities that match at the organizational level in solution co-creation. The authors reveal their match forms (complementarity and compatibility) and offer suggestions for future research.Research limitations/implicationsThis paper is qualitative; quantitative studies are required for testing and extending the initial conclusions.Practical implicationsThis study guides the supplier and customer to cultivate different capabilities at different stages of solution co-creation and alerts them to the importance of capability complementarity and compatibility.Originality/valueTo the best of the authors’ knowledge, this study is the first to introduce the bilateral perspective into dynamic capability research in the context of solution co-creation. The authors discuss the abilities the supplier and customer must possess at different stages and how they match dynamically. The analysis extends the research on solution-specific capabilities and dynamic matching, offering useful implications for solution co-creation in practice.