Enterprise Servitization: Practical Guidelines for Culture Transformation Management

Caroline Relva de Moraes and Paulo Rupino Cunha ()
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Caroline Relva de Moraes: Department of Informatics Engineering, University of Coimbra, CISUC, DEI, Pólo II, 3030-290 Coimbra, Portugal
Paulo Rupino Cunha: Department of Informatics Engineering, University of Coimbra, CISUC, DEI, Pólo II, 3030-290 Coimbra, Portugal

Sustainability, 2022, vol. 15, issue 1, 1-16

Abstract: We propose a framework based on ADKAR (awareness, desire, knowledge, ability, and reinforcement) with guidelines to manage the organizational culture change required for servitization—the transition of a company towards a product–service system (PSS) business model that provides cohesive delivery of products and services, increasingly supported on digital technologies. We departed from a systematic literature review across five academic databases, covering human and technological aspects, that confirmed corporate culture as one of the pillars of a successful transformation, along with relevant factors to account for. The results of this work have both theoretical and managerial implications. Companies can apply the framework to support planning implementation strategies that require a corporate mind shift. Finally, we identified directions for future servitization research.

Keywords: servitization; enterprise culture; PSS transformation; culture management (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
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