Toward a multilevel perspective on digital servitization

Abstract

PurposeThe purpose of this paper is to provide a theoretical lens on digital servitization (DS) for future research purposes. By developing a multilevel framework that helps structure and untangle its complexity, the authors aim to increase understanding into the persistent challenge of DS.Design/methodology/approachBuilding on a problematization approach, critical incident technique was applied to a comparative, longitudinal, multiple-case study in which DS journeys from one Italian and one Belgian manufacturing firm were analyzed.FindingsAnalysis revealed that different levels and elements of the multilevel framework were simultaneously involved in the identified critical incidents. This huge interconnectedness severely challenged the DS journeys. Managerial (un)responsiveness played a central role in the organizational outcome for both firms.Originality/valueThe authors answer the call for a more holistic approach toward DS. A multilevel framework is provided to be employed by future researchers and practitioners alike. A mid-range theory for DS and propositions for future research are developed.

From After-Sales to Advanced Services: A Network Analysis on the Impacts of Digital Servitization Evolution

“…The case of Beta allows drawing considerations on the impacts of DS, embracing a processual view on the phenomenon [8,40] and a simultaneously intra-and interorganizational investigative lens [15].…”

“…This study addresses this issue and embraces a wide perspective on DS. Inter Adoption Theories-in-use [8] Intra and inter Adoption Relationship quality [56] Inter Adoption Business model innovation [11] Intra Adoption Dynamic capabilities [57] Intra Adoption Intentional narratives (SDL) [24] Intra and inter Adoption Multilevel theory [15] Intra and inter Adoption Business model innovation [14] Intra and inter Adoption and evolution Product-service innovation (PSI), platform leverage and business model adaptation (BMA) [58] Intra Adoption…”

“…In addition, DS complexity is also heightened by its multilevel nature [15]. Indeed, the process of DS impacts the interorganizational level in terms of establishing new relationships with external actors to realize advanced digital solutions as crucial [16], and the intraorganizational one, as it requires changes in terms of resource configurations, new capabilities development, and a reconfiguration of the organizational structure [6,12].…”

“…Therefore, this study aims to discover the impacts of DS as a process, namely, not limiting to the exploration of the adoption phase but investigating the evolution happening after the DS setup. Moreover, as suggested by many authors, DS implications should be evaluated in parallel at the intra-and interorganizational levels of analysis [6,15,16]. For such reason, the research question (RQ) we formulated looks at the impacts of DS evolution on a double level of analysis: RQ: How does the transition from the adoption to the evolution phase of DS affect the manufacturer's intraorganizational processes and its relationships with DS key actors?…”

Intra- and inter-organizational tensions of a digital servitization strategy. Evidence from the mechatronic sector in Italy

“…This helps identify DS tensions and their origin and design solutions, which are functional for all the encountered tensions. The empirical framework provides a wider perspective on the strategy and avoids unilateral, silo-thinking (Struyf et al , 2021). A decisive and autonomous leadership style is suggested during the implementation phase.…”