Configurational Servitization Approach: A Necessary Alignment of Service Strategies, Digital Capabilities and Customer Resources

Tinhinane Tazaïrt () and Isabelle Prim-Allaz ()
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Tinhinane Tazaïrt: Lumière Lyon 2 University
Isabelle Prim-Allaz: Lumière Lyon 2 University

A chapter in The Palgrave Handbook of Servitization, 2021, pp 437-454 from Springer

Abstract: Abstract This chapter proposes an innovative reading of servitization which takes into account the heterogeneity of its definitions, objectives and related servitized value propositions. We explain how to operate a configurational approach to servitization, which aligns service strategies with digitalization capabilities and customer resources. Considering a multiplicity of situations and paths to success allows us to consider more than one way to overcome the digital service paradox. From a managerial perspective, we help manufacturing companies to implement servitization by proposing an integrative framework based on the configurational approach of servitization: we put forward different combinations of service strategies, digital capabilities and customer resources.

Keywords: Servitization; Digitalization; Customers; Digital service paradox; Configurations; Servitized value proposition (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_28

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DOI: 10.1007/978-3-030-75771-7_28

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