Digital Servitization: Strategies for Handling Customization and Customer Interaction

Katja Maria Hydle (), Magnus Hellström (), Tor Helge Aas () and Karl Joachim Breunig ()
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Katja Maria Hydle: University of Oslo
Magnus Hellström: University of Agder
Tor Helge Aas: University of Agder
Karl Joachim Breunig: Oslo Metropolitan University

A chapter in The Palgrave Handbook of Servitization, 2021, pp 355-372 from Springer

Abstract: Abstract 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.

Keywords: Servitization; Customization; Standardization; Customer interaction; Customer knowledge; Digitalization; Strategy (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-75771-7_23

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DOI: 10.1007/978-3-030-75771-7_23

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