Servitization and Digitalization as “Siamese Twins”: Concepts and Research Priorities

Gerhard Satzger (), Carina Benz (), Tilo Böhmann () and Angela Roth ()
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Gerhard Satzger: Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology (KIT)
Carina Benz: Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology (KIT)
Tilo Böhmann: Universität Hamburg
Angela Roth: Institute of Information Systems, Friedrich-Alexander Universität Erlangen-Nürnberg

A chapter in The Palgrave Handbook of Service Management, 2022, pp 967-989 from Springer

Abstract: Abstract Across many industries we observe trends to change business models in favor of service offerings (“servitization”) as well as trends to apply digital technologies for value creation (“digitalization”). First, we perform a conceptual analysis to explain their interdependence. Second, we combine a topic modeling literature study and a qualitative expert interview approach to identify key research fields for the service and information system research communities. The work should deepen the understanding of service concepts to inform the purposeful design and application of digital technologies for service innovation along the identified research roadmap—as “high-tech meets high-touch”.

Keywords: Servitization; Digitalization; Service systems; Value creation (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_46

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DOI: 10.1007/978-3-030-91828-6_46

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