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 |
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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 | |
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