Digital Servitization: Strategies for Handling Customization and Customer Interaction

Katja Maria Hydle*, Magnus Hellström, Tor Helge Aas, Karl Joachim Breunig

*Corresponding author for this work

Research output: Chapter in Book/Conference proceedingChapterScientificpeer-review

4 Citations (Scopus)

Abstract

This conceptual chapter utilizes extant servitization and digitalization theorization and discusses the impact of digital servitization on customization/standardization and customer interaction. The study argues that the transformation toward digital servitization is complex and goes far beyond the technological dimension. The study contributes to the digital servitization literature by demonstrating that industrial services shift from customized and co-created to mainly standardized-provided and informating when they are digitalized. These insights can assist managers of servitized manufacturing firms who wish to utilize digital technologies in their service provision.

Original languageEnglish
Title of host publicationThe Palgrave Handbook of Servitization
EditorsMarko Kohtamäki, Tim Baines, Rodrigo Rabetino, Ali Ziaee Bigdeli, Christian Kowalkowski, Rogelio Oliva, Vinit Parida
Place of PublicationCham
PublisherSpringer International Publishing
Pages355-372
Number of pages18
ISBN (Electronic)978-3-030-75771-7
ISBN (Print)978-3-030-75770-0
DOIs
Publication statusPublished - 1 Jan 2021
MoE publication typeA3 Part of a book or another research book

Keywords

  • Customer interaction
  • Customer knowledge
  • Customization
  • Digitalization
  • Servitization
  • Standardization
  • Strategy

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