Organizing for digital servitization: A service ecosystem perspective

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 ma...

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Bibliographic Details
Published inJournal of business research Vol. 104; pp. 450 - 460
Main Authors Sklyar, Alexey, Kowalkowski, Christian, Tronvoll, Bård, Sörhammar, David
Format Journal Article
LanguageEnglish
Published Elsevier Inc 01.11.2019
Subjects
Business Administration
Centralization
Digitalization
Digitization
Företagsekonomi
Integration
Service ecosystem
Servitization
Centralization
Service ecosystem
Digitalization
Digitization
Integration
Servitization
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Summary: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.
ISSN:0148-2963
1873-7978
1873-7978
DOI:10.1016/j.jbusres.2019.02.012