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Managing digital servitization: A service ecosystem perspective
Stockholm Business School.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).ORCID iD: 0000-0002-5605-9285
Linköping University.
2021 (English)In: Management and Information Technology after Digital Transformation / [ed] Peter Ekman, Peter Dahlin & Christina Keller, Routledge, 2021, p. 23-32Chapter in book (Other academic)
Abstract [en]

In this chapter, the authors argue that, in the absence of a clear management focus on how data will create value for customers, the incumbent firm’s digital servitization journey will fail. What is required is a purposeful and coordinated effort to manage the firm’s strong and weak business relationships. Hence, it is a journey that goes beyond the individual firm and encompasses integration of resources among actors embedded within a larger structure, the service ecosystem. Incumbent firms need to recognise that going digital does not mean they can cut all of their strong “analogue” links; they need to investigate which ones will continue to be important to create value for their customers. Otherwise, the firm risks becoming data-driven but lacking any contextual competences, knowledge or skills related to solving customers’ problems. A digital servitization transformation requires maintenance of a balance between weak and strong relationships linked to creating value for – and with – customers.

Place, publisher, year, edition, pages
Routledge, 2021. p. 23-32
National Category
Information Systems
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-88845DOI: 10.4324/9781003111245-4Scopus ID: 2-s2.0-85118323272ISBN: 9781000451610 (print)ISBN: 9780367612764 (print)OAI: oai:DiVA.org:kau-88845DiVA, id: diva2:1640910
Available from: 2022-02-28 Created: 2022-02-28 Last updated: 2022-03-31Bibliographically approved

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Citation style
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  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
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Output format
  • html
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  • asciidoc
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