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Understanding the influence of digitalization on service firm business model design: a qualitative-empirical analysis

Author

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  • Sven M. Laudien

    (Macromedia University of Applied Sciences)

  • Robin Pesch

    (University of Bayreuth)

Abstract

This paper focuses on an analysis of how service firm digitalization is reflected in the business model design. We make use of an eclectic research approach combing insights from digitalization research, service firm research, and business model research. Against the background of nine in-depth case studies including 41 interviews and covering a 3-year-period of time (2014–2017), we identify four digital service firm business model archetypes. Our findings show that implementing digital technologies and digitalizing business activities helps service firms to overcome traditional service-related business constraints. Digital technologies help to speed up service processes and to disentangle the still very often assumed linkage between human activities and services. Our data further reveals that service firms are enabled to enhance service availability and service efficiency in this realm. Interestingly, we observe no effect of ongoing digitalization on the firms’ service-related knowledge base. Changes in the knowledge base only relate to digital knowledge.

Suggested Citation

  • Sven M. Laudien & Robin Pesch, 2019. "Understanding the influence of digitalization on service firm business model design: a qualitative-empirical analysis," Review of Managerial Science, Springer, vol. 13(3), pages 575-587, June.
  • Handle: RePEc:spr:rvmgts:v:13:y:2019:i:3:d:10.1007_s11846-018-0320-1
    DOI: 10.1007/s11846-018-0320-1
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    Cited by:

    1. Elena Freisinger & Sven Heidenreich & Christian Landau & Patrick Spieth, 2021. "Business Model Innovation Through the Lens of Time: An Empirical Study of Performance Implications Across Venture Life Cycles," Schmalenbach Journal of Business Research, Springer, vol. 73(3), pages 339-380, December.
    2. Ricarda B. Bouncken & Sascha Kraus & Juan F. Martínez-Pérez, 2020. "Entrepreneurship of an institutional field: the emergence of coworking spaces for digital business models," International Entrepreneurship and Management Journal, Springer, vol. 16(4), pages 1465-1481, December.
    3. Qiansheng Gong & Xiangyu Wang & Xi Tang, 2023. "How Can the Development of Digital Economy Empower Green Transformation and Upgrading of the Manufacturing Industry?—A Quasi-Natural Experiment Based on the National Big Data Comprehensive Pilot Zone ," Sustainability, MDPI, vol. 15(11), pages 1-19, May.
    4. Josef Åström & Wiebke Reim & Vinit Parida, 2022. "Value creation and value capture for AI business model innovation: a three-phase process framework," Review of Managerial Science, Springer, vol. 16(7), pages 2111-2133, October.
    5. Ricarda B. Bouncken & Sascha Kraus & Juan F. Martínez-Pérez, 0. "Entrepreneurship of an institutional field: the emergence of coworking spaces for digital business models," International Entrepreneurship and Management Journal, Springer, vol. 0, pages 1-17.
    6. Alexander Berman & Marcelo Cano-Kollmann & Ram Mudambi, 2022. "Innovation and entrepreneurial ecosystems: fintech in the financial services industry," Review of Managerial Science, Springer, vol. 16(1), pages 45-64, January.
    7. Ghulam Mustafa & Hans Solli-Sæther & Virginia Bodolica & Jon Ivar Håvold & Anam Ilyas, 2022. "Digitalization trends and organizational structure: bureaucracy, ambidexterity or post-bureaucracy?," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 12(4), pages 671-694, December.
    8. Ting Zhu & Xiaqing Chen & Wenwen Zhang & Basil Sharp, 2023. "Analysis of the Spatial–Temporal Evolution of the Digital Economy and Its Impact on the Employment Structure in China from 2001 to 2020," Sustainability, MDPI, vol. 15(12), pages 1-18, June.
    9. Matthias Fabian Gregersen Trischler & Jason Li-Ying, 2023. "Digital business model innovation: toward construct clarity and future research directions," Review of Managerial Science, Springer, vol. 17(1), pages 3-32, January.
    10. Björn Michaelis & Shalini Rogbeer & Lars Schweizer & Zafer Özleblebici, 2021. "Clarifying the boundary conditions of value creation within dynamic capabilities framework: a grafting approach," Review of Managerial Science, Springer, vol. 15(6), pages 1797-1820, August.
    11. Pashkevich, Natallia & von Schéele, Fabian & Haftor, Darek M., 2023. "Accounting for cognitive time in activity-based costing: A technology for the management of digital economy," Technological Forecasting and Social Change, Elsevier, vol. 186(PB).
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    13. Emil Lucian Crișan & Liana Stanca, 2021. "The digital transformation of management consulting companies: a qualitative comparative analysis of Romanian industry," Information Systems and e-Business Management, Springer, vol. 19(4), pages 1143-1173, December.

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    More about this item

    Keywords

    Business model; Digitalization; Service firms; Qualitative research;
    All these keywords.

    JEL classification:

    • L29 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Other
    • L80 - Industrial Organization - - Industry Studies: Services - - - General
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes

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