Organizing for digital servitization: A service ecosystem perspective

Alexey Sklyar, Christian Kowalkowski, Bård Tronvoll, David Sörhammar

Research output: Contribution to journalArticleScientificpeer-review

42 Citations (Scopus)

Abstract

Harnessing digital technology is of increasing concern as product firms organize for service-led growth. Adopting a service ecosystem perspective, we analyze interfirm and intrafirm change processes taking place as firms pursue digital servitization. The study draws on in-depth interviews with 44 managers involved in organizing activities in two multinational industry leaders. Our findings identify major differences between the two focal firms in terms of digital service-led growth and associated ecosystem-related activities. The study disentangles underlying processes of organizational change in the ecosystem and suggests that within-firm centralization and integration play a key role in the capacity to organize for digital servitization. For managers, the findings highlight the need to foster service-centricity in order to take full advantage of digitalization beyond purely technological benefits.
Original languageEnglish
Peer-reviewed scientific journalJournal of Business Research
Volume104
Pages (from-to)450-460
ISSN0148-2963
DOIs
Publication statusPublished - 14.02.2019
MoE publication typeA1 Journal article - refereed

Keywords

  • 512 Business and Management
  • Digitalization
  • Servitization
  • Service ecosystem
  • Digitization
  • Centralization
  • Integration

Areas of Strength and Areas of High Potential (AoS and AoHP)

  • AoS: Competition economics and service strategy - Service and customer-oriented management

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