Digital Servitization: Strategies for Handling Customization and Customer Interaction

Katja Maria Hydle; Magnus Hellström; Tor Helge Aas; Karl Joachim Breunig

doi:10.1007/978-3-030-75771-7_23

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

Laboratory of Industrial Management

Research output: Chapter in Book/Conference proceeding › Chapter › Scientific › peer-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 language	English
Title of host publication	The Palgrave Handbook of Servitization
Editors	Marko Kohtamäki, Tim Baines, Rodrigo Rabetino, Ali Ziaee Bigdeli, Christian Kowalkowski, Rogelio Oliva, Vinit Parida
Place of Publication	Cham
Publisher	Springer International Publishing
Pages	355-372
Number of pages	18
ISBN (Electronic)	978-3-030-75771-7
ISBN (Print)	978-3-030-75770-0
DOIs	https://doi.org/10.1007/978-3-030-75771-7_23 https://doi.org/10.1007/978-3-030-75771-7_23
Publication status	Published - 1 Jan 2021
MoE publication type	A3 Part of a book or another research book

Keywords

Customer interaction
Customer knowledge
Customization
Digitalization
Servitization
Standardization
Strategy

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10.1007/978-3-030-75771-7_23Licence: Publisher rights policy
10.1007/978-3-030-75771-7_23

Cite this

Hydle, K. M., Hellström, M., Aas, T. H., & Breunig, K. J. (2021). Digital Servitization: Strategies for Handling Customization and Customer Interaction. In M. Kohtamäki, T. Baines, R. Rabetino, A. Ziaee Bigdeli, C. Kowalkowski, R. Oliva, & V. Parida (Eds.), The Palgrave Handbook of Servitization (pp. 355-372). Springer International Publishing. https://doi.org/10.1007/978-3-030-75771-7_23, https://doi.org/10.1007/978-3-030-75771-7_23

Hydle, Katja Maria ; Hellström, Magnus ; Aas, Tor Helge et al. / Digital Servitization : Strategies for Handling Customization and Customer Interaction. The Palgrave Handbook of Servitization. editor / Marko Kohtamäki ; Tim Baines ; Rodrigo Rabetino ; Ali Ziaee Bigdeli ; Christian Kowalkowski ; Rogelio Oliva ; Vinit Parida. Cham : Springer International Publishing, 2021. pp. 355-372

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Hydle, KM, Hellström, M, Aas, TH & Breunig, KJ 2021, Digital Servitization: Strategies for Handling Customization and Customer Interaction. in M Kohtamäki, T Baines, R Rabetino, A Ziaee Bigdeli, C Kowalkowski, R Oliva & V Parida (eds), The Palgrave Handbook of Servitization. Springer International Publishing, Cham, pp. 355-372. https://doi.org/10.1007/978-3-030-75771-7_23, https://doi.org/10.1007/978-3-030-75771-7_23

Digital Servitization: Strategies for Handling Customization and Customer Interaction. / Hydle, Katja Maria; Hellström, Magnus; Aas, Tor Helge et al.
The Palgrave Handbook of Servitization. ed. / Marko Kohtamäki; Tim Baines; Rodrigo Rabetino; Ali Ziaee Bigdeli; Christian Kowalkowski; Rogelio Oliva; Vinit Parida. Cham: Springer International Publishing, 2021. p. 355-372.

Research output: Chapter in Book/Conference proceeding › Chapter › Scientific › peer-review

TY - CHAP

T1 - Digital Servitization

T2 - Strategies for Handling Customization and Customer Interaction

AU - Hydle, Katja Maria

AU - Hellström, Magnus

AU - Aas, Tor Helge

AU - Breunig, Karl Joachim

N1 - Publisher Copyright: © The Editor(s) (if applicable) and The Author(s), under exclusive licence to Springer Nature Switzerland AG 2021.

PY - 2021/1/1

Y1 - 2021/1/1

N2 - 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.

AB - 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.

KW - Customer interaction

KW - Customer knowledge

KW - Customization

KW - Digitalization

KW - Servitization

KW - Standardization

KW - Strategy

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BT - The Palgrave Handbook of Servitization

A2 - Kohtamäki, Marko

A2 - Baines, Tim

A2 - Rabetino, Rodrigo

A2 - Ziaee Bigdeli, Ali

A2 - Kowalkowski, Christian

A2 - Oliva, Rogelio

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PB - Springer International Publishing

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Hydle KM, Hellström M, Aas TH, Breunig KJ. Digital Servitization: Strategies for Handling Customization and Customer Interaction. In Kohtamäki M, Baines T, Rabetino R, Ziaee Bigdeli A, Kowalkowski C, Oliva R, Parida V, editors, The Palgrave Handbook of Servitization. Cham: Springer International Publishing. 2021. p. 355-372 doi: 10.1007/978-3-030-75771-7_23, 10.1007/978-3-030-75771-7_23

Digital Servitization: Strategies for Handling Customization and Customer Interaction

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Keywords

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