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Organizing for digital servitization: A service ecosystem perspective

Author

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  • Sklyar, Alexey
  • Kowalkowski, Christian
  • Tronvoll, Bård
  • Sörhammar, David

Abstract

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.

Suggested Citation

  • Sklyar, Alexey & Kowalkowski, Christian & Tronvoll, Bård & Sörhammar, David, 2019. "Organizing for digital servitization: A service ecosystem perspective," Journal of Business Research, Elsevier, vol. 104(C), pages 450-460.
    • Handle: RePEc:eee:jbrese:v:104:y:2019:i:c:p:450-460
    DOI: 10.1016/j.jbusres.2019.02.012
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    References listed on IDEAS

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