Enhancing customer experience in digital servitization: the impact of service-dominant logic

Maria Åkesson, Nina Löfberg and Bård Tronvoll

Chapter 9 in Handbook of Service Experience, 2025, pp 119-129 from Edward Elgar Publishing

Abstract: This study focuses on the influence of manufacturing firms’ underlying logic on customer experience in digital servitization. It emphasises the importance of adopting a service-dominant (S-D) logic to enhance customer experience when developing advanced digital solutions. Customer experience is shaped by interactions across multiple touchpoints, and increasing these touchpoints allows customers to have a greater impact on their own service experience. However, the study also highlights that many manufacturing firms engaged in digital servitization are immature in terms of adopting an S-D logic framework, which may lead to a decreased customer experience. The inability to handle complex interactions, resource constraints, and trust issues among actors can negatively impact customer experience when transitioning to S-D logic. To achieve a positive and enduring customer experience, manufacturing firms should strategically align their adoption of S-D logic with their mindset and available resources. This calibration ensures the successful development of digital solutions and enhanced customer experience.

Keywords: Business and Management; Economics and Finance; Geography (search for similar items in EconPapers)
Date: 2025
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