Digital Servitization: Strategies for Handling Customization and Customer Interaction
Chapter
Submitted version
Permanent lenke
https://hdl.handle.net/11250/2988090Utgivelsesdato
2021Metadata
Vis full innførselSamlinger
Originalversjon
Hydle K.M., Hellström M., Aas T.H., Breunig K.J. (2021) Digital Servitization: Strategies for Handling Customization and Customer Interaction. In: Kohtamäki M. et al. (eds) The Palgrave Handbook of Servitization. Palgrave Macmillan, Cham. Retrieved from: https://link.springer.com/chapter/10.1007/978-3-030-75771-7_23Sammendrag
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.