Digital Servitization: Strategies for Handling Customization and Customer Interaction
Chapter, Peer reviewed
Accepted version
Date
2021-07-27Metadata
Show full item recordCollections
- Publikasjoner fra Cristin [3447]
- SAM - Handelshøyskolen [398]
Original version
https://doi.org/10.1007/978-3-030-75771-7_23Abstract
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.