TY - JOUR
T1 - Tensions in digital servitization through a paradox lens
AU - Tóth, Zsófia
AU - Sklyar, Alexey
AU - Kowalkowski, Christian
AU - Sörhammar, David
AU - Tronvoll, Bård
AU - Wirths, Oliver
N1 - Funding Information:
This work was supported by the Riksbankens Jubileumsfond (The Swedish Foundation for Humanities and Social Sciences), research grant number: P15-0232 :1.
Publisher Copyright:
© 2022 The Authors
PY - 2022/2/18
Y1 - 2022/2/18
N2 - Two of the most disruptive changes in today's business markets are servitization and digitalization. Their increasing convergence into digital servitization leads to tensions both within and between organizations. The authors investigate such intra- and interorganizational tensions by applying a paradox theory lens. The study draws on 56 depth interviews and multiple site visits from two cases in the aerospace and maritime industries. Linked to the paradoxes of organizing, learning, belonging, and performing, eight tensions emerge from the findings. The intra-organizational tensions include digitally enabled control, digital upkeep, professional identity, and performance priorities. In turn, the interorganizational tensions comprise platform-based coopetition, information superabundance, organizational identity, and data utilization. For practitioners working with digital services, this study suggests an audit of tensions to inform continued formulations of a mitigation strategy.
AB - Two of the most disruptive changes in today's business markets are servitization and digitalization. Their increasing convergence into digital servitization leads to tensions both within and between organizations. The authors investigate such intra- and interorganizational tensions by applying a paradox theory lens. The study draws on 56 depth interviews and multiple site visits from two cases in the aerospace and maritime industries. Linked to the paradoxes of organizing, learning, belonging, and performing, eight tensions emerge from the findings. The intra-organizational tensions include digitally enabled control, digital upkeep, professional identity, and performance priorities. In turn, the interorganizational tensions comprise platform-based coopetition, information superabundance, organizational identity, and data utilization. For practitioners working with digital services, this study suggests an audit of tensions to inform continued formulations of a mitigation strategy.
KW - 512 Business and Management
KW - digital servitization
KW - tensions
KW - digitalization
KW - digital transformation
KW - business network
KW - paradox theory
UR - http://www.scopus.com/inward/record.url?scp=85124810240&partnerID=8YFLogxK
UR - https://www.mendeley.com/catalogue/597ee9fa-526b-3e6f-a299-af37c87ed893/
U2 - 10.1016/j.indmarman.2022.02.010
DO - 10.1016/j.indmarman.2022.02.010
M3 - Article
AN - SCOPUS:85124810240
SN - 0019-8501
VL - 102
SP - 438
EP - 450
JO - Industrial Marketing Management
JF - Industrial Marketing Management
ER -
