6533b872fe1ef96bd12d30fa
RESEARCH PRODUCT
Digital Servitization: Strategies for Handling Customization and Customer Interaction
Magnus HellströmKarl Joachim BreunigKatja Maria HydleTor Helge Aassubject
Customer knowledgeKnowledge managementVDP::Mathematics and natural science: 400::Information and communication science: 420StandardizationExtant taxonbusiness.industryManufacturing firmsCustomer interactionBusinessDimension (data warehouse)InformatingPersonalizationdescription
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.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2021-01-01 |