Advances in Management and Applied Economics

Dilemmas and Strategies of Digital Servitization: A Multiple Case Comparative Study

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  • Abstract

     

    Both servitization and digitization are mainstream types of business model innovation. In recent years, there have been an increasing number of studies integrating these two research topics to develop a series of research on digital servitization. Facing the impact of the COVID-19 pandemic, the development of digital servitization capabilities in the manufacturing industry can help companies provide smart product-service systems (PSSs) to address uncertainties and shocks in the external environment. This study aims to explore "the dilemmas and response strategies of digital servitization” using a qualitative multiple case study comparative analysis. Through in-depth interviews, we identified the difficulties and bottlenecks that small and medium-sized manufacturing enterprises (SMEs) may encounter in the process of digital servitization and proposed corresponding response strategies. The results of this study contribute to the literature on digital servitization by accumulating and extending upon existing research.

     

    JEL classification numbers: C83, M15, O31.

    Keywords: Small and medium-sized manufacturing enterprises, Digital servitization, Multiple case studies, Action research.