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

2 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
Publisher	Springer International Publishing
Pages	355-372
Number of pages	18
ISBN (Electronic)	9783030757717
ISBN (Print)	9783030757700
DOIs	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_23

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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.",

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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.

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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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EP - 372

BT - The Palgrave Handbook of Servitization

PB - Springer International Publishing

ER -

Digital Servitization: Strategies for Handling Customization and Customer Interaction

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