An Integrated ISM Fuzzy MICMAC Approach for Unfolding the Digital Servitization Implementation

Camila Favoretto, Glauco Henrique de Sousa Mendes, Renata de Oliveira Mota, Moacir Godinho Filho, Lauro Osiro and Gilberto Miller Devós M.D. Ganga
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Camila Favoretto: UFSCar - Federal University of São Carlos
Glauco Henrique de Sousa Mendes: UFSCar - Federal University of São Carlos
Renata de Oliveira Mota: UFSCar - Federal University of São Carlos
Moacir Godinho Filho: Métis Lab EM Normandie - EM Normandie - École de Management de Normandie = EM Normandie Business School, AAU - Aalborg University [Denmark], UFSCar - Federal University of São Carlos
Gilberto Miller Devós M.D. Ganga: UFSCar - Federal University of São Carlos

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Abstract: Purpose This paper aims to identify the interrelationships among critical factors for digital servitization (DS) implementation. Design/methodology/approach A multi-method research was used. Critical factors for a successful DS implementation were identified using a systematic literature review and expert interviews. The interpretive structural modeling (ISM) method was used to develop a hierarchical model of the identified factors, followed by the fuzzy Matrice d'Impacts Croisés Multiplication Appliqués à un Classement (MICMAC) analysis to assess their dependence and driving powers. Findings A total of 23 factors for DS implementation were identified, and the ISM model was developed. Based on MICMAC analysis, the factors were also grouped under four categories (dependent, driving, autonomous and linkage). A conceptual framework is proposed, highlighting that DS implementation relies on three main layers of critical factors: crafting alignment, scaling the change and achieving results. Originality/value The ISM and fuzzy MICMAC methods used in this study provided valuable insights into the interrelationship among the identified DS factors through a conceptual framework. To the best of the authors' knowledge, the study is one of the first to identify critical factors influencing DS implementation and develop hierarchical relationships among them.

Date: 2024
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Published in Journal of Business and Industrial Marketing, 2024, 39 (9), pp.2038--2054. ⟨10.1108/JBIM-06-2022-0254⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04888406

DOI: 10.1108/JBIM-06-2022-0254

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