Servitization and Digitalization as “Siamese Twins”: Concepts and Research Priorities

Satzger, Gerhard; Benz, Carina; Böhmann, Tilo; Roth, Angela

doi:10.1007/978-3-030-91828-6_46

Cited by 6 publications

(3 citation statements)

References 65 publications

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“…Moreover, it can manifest as pure emotional states during the transition from High Touch service to satisfaction (Satzger et al, 2022).…”

Section: Outcome Variables For High Tech High Touchmentioning

confidence: 99%

An Investigation of Automation and Human Interaction of Upscale Hotels in China

Xiaowei

2024

The European Proceedings of Social and Behavioural Sciences

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The hotel artificial intelligence process creates a three-generational innovation framework-automation, thinking, and feeling technology-demonstrating how different technologies can be applied to different aims in the frontline service setting. Prior research has demonstrated the strategic significance of information and communication technology. This is a classic question that has garnered much attention in integrating "high-tech" and "high-touch" service as "High-T2" service in hotels and how balancing the two sides affects visitors' perception and behavioural intention. There is still much effort to examine how the components involved in "high-tech" and "high-touch" service can influence visitors' pleasure; how different guest attributes can control their satisfaction and loyalty during the service process. The project attempts to fill gaps in "High-T2" service and provide a framework considering technology and human interaction. This study set seven research objectives to discuss and explain the research issue. When these two factors are combined, "High-T2" can be essential to visitor pleasure and guests' goal to create and maintain a stable long-term connection and commitment in the hotel sector.

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“…Moreover, it can manifest as pure emotional states during the transition from High Touch service to satisfaction (Satzger et al, 2022).…”

Section: Outcome Variables For High Tech High Touchmentioning

confidence: 99%

An Investigation of Automation and Human Interaction of Upscale Hotels in China

Xiaowei

2024

The European Proceedings of Social and Behavioural Sciences

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“…In addition to these special characteristics, which result from their "smartness", smart services also have traditional characteristics of services that distinguish them from physical products. To understand the shift in the offerings' nature during servitization, the following three dimensions can be considered [26]:…”

Section: Characterization Of Smart Servicesmentioning

confidence: 99%

Digital Factory Transformation from a Servitization Perspective: Fields of Action for Developing Internal Smart Services

Neuhüttler

Feike

Kutz

et al. 2023

Sci

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In recent years, a complex set of dynamic developments driven by both the economy and the emergence of digital technologies has put pressure on manufacturing companies to adapt. The concept of servitization, i.e., the shift from a product-centric to a service-centric value creation logic, can help manufacturing companies stabilize their business in such volatile times. Existing academic literature investigates the potential and challenges of servitization and the associated development of data-based services, so-called smart services, with a view to external market performance. However, with the increasing use of digital technologies in manufacturing and the development of internal smart services based on them, we argue that the existing insights on external servitization are also of interest for internal transformation. In this paper, we identify key findings from service literature, apply them to digital factory transformation, and structure them into six fields of action along the dimensions of people, technology, and organization. As a result, recommendations for designing digital factory transformation in manufacturing companies are derived from the perspective of servitization and developing internal smart services.

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“…Digital servitization refers to the transformation toward offering digitally enabled advanced services that are directly linked to manufacturers' products (Chuang and Chen, 2022; Gebauer et al ., 2021). The interdependencies of ODT and digital servitization are crucial for success (Gebauer et al ., 2021; Satzger et al ., 2022; Tronvoll et al ., 2020).…”

Section: Theoretical Underpinningsmentioning

confidence: 99%

The struggle of sensor-based digital servitization: analysis and perspectives for organizational digital transformation in SMEs

Trabert,

Doerr,

Lehmann

2023

EJIM

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PurposeThe organizational digital transformation (ODT) in companies presents small and medium-sized enterprises (SMEs) – who remain at the beginning of this transformation – with the challenge of offering digital services based on sensor technologies. Against this backdrop, the present paper identifies ways SMEs can enable digital servitization through sensor technology and defines the possible scope of the organizational transformation process.Design/methodology/approachAround 21 semi-structured interviews were conducted with experts from different hierarchical levels across the German manufacturing SME ecosystem. Using the Gioia methodology, fields of action were identified by focusing on influencing factors and opportunities for developing these digital services to offer them successfully in the future.FindingsThe complexity of existing sensor offerings must be mastered, and employees' (data) understanding of the technology has increased. Knowledge gaps, which mainly relate to technical and organizational capabilities, must be overcome. The potential of sensor technology was considered on an individual, technical and organizational level. To enable the successful implementation of service offerings based on sensor technology, all relevant stakeholders in the ecosystem must network to facilitate shared value creation. This requires standardized technical and procedural adaptations and is an essential prerequisite for data mining.Originality/valueBased on this study, current problem areas were analyzed, and potentials that create opportunities for offering digital sensor services to manufacturing SMEs were identified. The identified influencing factors form a conceptual framework that supports SMEs' future development of such services in a structured manner.

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Servitization and Digitalization as “Siamese Twins”: Concepts and Research Priorities

Cited by 6 publications

References 65 publications

An Investigation of Automation and Human Interaction of Upscale Hotels in China

An Investigation of Automation and Human Interaction of Upscale Hotels in China

Digital Factory Transformation from a Servitization Perspective: Fields of Action for Developing Internal Smart Services

The struggle of sensor-based digital servitization: analysis and perspectives for organizational digital transformation in SMEs

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