Tensions in digital servitization through a paradox lens

Zsófia Tóth, Alexey Sklyar*, Christian Kowalkowski, David Sörhammar, Bård Tronvoll, Oliver Wirths

*Motsvarande författare för detta arbete

Forskningsoutput: TidskriftsbidragArtikelVetenskapligPeer review

6 Citeringar (Scopus)

Sammanfattning

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.

OriginalspråkEngelska
Referentgranskad vetenskaplig tidskriftIndustrial Marketing Management
Volym102
Sidor (från-till)438-450
Antal sidor13
ISSN0019-8501
DOI
StatusPublicerad - 18.02.2022
MoE-publikationstypA1 Originalartikel i en vetenskaplig tidskrift

Nyckelord

  • 512 Företagsekonomi

Styrkeområden och områden med hög potential (AoS och AoHP)

  • AoS: Konkurrensanalys och servicestrategi - Service och kundorienterad ledning

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