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Organizing for digital servitization: A service ecosystem perspective
Linköping University, Department of Management and Engineering, Industrial Economics. Linköping University, Faculty of Science & Engineering.ORCID iD: 0000-0002-5483-1745
Linköping University, Department of Management and Engineering, Industrial Economics. Linköping University, Faculty of Science & Engineering. Department of Marketing, CERS – Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland.ORCID iD: 0000-0002-4081-9737
nland Norway University of Applied Sciences, Norway; CTF – Service Research Center, Karlstad University, Sweden.
Stockholm Business School, Stockholm University, Sweden.
2019 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 104, p. 450-460Article in journal (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
Elsevier, 2019. Vol. 104, p. 450-460
Keywords [en]
Digitalization, Servitization, Service ecosystem, Digitization, Centralization, Integration
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-154501DOI: 10.1016/j.jbusres.2019.02.012ISI: 000484647500036OAI: oai:DiVA.org:liu-154501DiVA, id: diva2:1289503
Note

Funding agencies: Riksbankens Jubileumsfond (The Swedish Foundation for Humanities and Social Sciences) [P15-0232:1]

Available from: 2019-02-18 Created: 2019-02-18 Last updated: 2019-09-30

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Citation style
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