| 1. |
- Tronvoll, Bård, 1964-, et al.
(författare)
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Transformational shifts through digital servitization
- 2020
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Ingår i: Industrial Marketing Management. - : Elsevier. - 0019-8501 .- 1873-2062. ; 89, s. 293-305
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Tidskriftsartikel (refereegranskat)abstract
- Manufacturers increasingly look to digitalization to drive service growth. However, success is far from guaranteed, and many firms focus too much on technology. Adopting a discovery-oriented, theories-in-use approach, this study examines the strategic organizational shifts that underpin digital servitization. Notwithstanding strong managerial and academic interest, this link between digitalization and servitization is still under-investigated. Depth interviews with senior executives and managers from a global market leader revealed that to achieve digital service-led growth, a firm and its network need to make three interconnected shifts: (1) from planning to discovery, (2) from scarcity to abundance, and (3) from hierarchy to partnership. Organizational identity, dematerialization, and collaboration play a key role in this transformation. For managers, the study identifies a comprehensive set of strategic change initiatives needed to ensure successful digital servitization.
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| 2. |
- Sklyar, Alexey, et al.
(författare)
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Organizing for digital servitization : A service ecosystem perspective
- 2019
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Ingår i: Journal of Business Research. - : Elsevier. - 0148-2963 .- 1873-7978. ; 104, s. 450-460
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Tidskriftsartikel (refereegranskat)abstract
- Harnessing digital technology is of increasing concern as product firms organize for service-led growth. Adopting a service ecosystem perspective, we analyze interfirm and intrafirm change processes taking place as firms pursue digital servitization. The study draws on in-depth interviews with 44 managers involved in organizing activities in two multinational industry leaders. Our findings identify major differences between the two focal firms in terms of digital service-led growth and associated ecosystem-related activities. The study disentangles underlying processes of organizational change in the ecosystem and suggests that within-firm centralization and integration play a key role in the capacity to organize for digital servitization. For managers, the findings highlight the need to foster service-centricity in order to take full advantage of digitalization beyond purely technological benefits.
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| 3. |
- Tóth, Zsófia, et al.
(författare)
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Tensions in digital servitization through a paradox lens
- 2022
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Ingår i: Industrial Marketing Management. - : Elsevier. - 0019-8501 .- 1873-2062. ; 102, s. 438-450
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Tidskriftsartikel (refereegranskat)abstract
- Two of the most disruptive changes in today's business markets are servitization and digitalization. Their increasing convergence into digital servitization leads to tensions both within and between organizations. The authors investigate such intra- and interorganizational tensions by applying a paradox theory lens. The study draws on 56 depth interviews and multiple site visits from two cases in the aerospace and maritime industries. Linked to the paradoxes of organizing, learning, belonging, and performing, eight tensions emerge from the findings. The intra-organizational tensions include digitally enabled control, digital upkeep, professional identity, and performance priorities. In turn, the interorganizational tensions comprise platform-based coopetition, information superabundance, organizational identity, and data utilization. For practitioners working with digital services, this study suggests an audit of tensions to inform continued formulations of a mitigation strategy.
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| 4. |
- Sklyar, Alexey, et al.
(författare)
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Resource integration through digitalisation : a service ecosystem perspective
- 2019
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Ingår i: Journal of Marketing Management. - : Taylor & Francis. - 0267-257X .- 1472-1376. ; 35:11-12, s. 974-991
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Tidskriftsartikel (refereegranskat)abstract
- As digitalisation increasingly encompasses entire service ecosystems, it modifies resource integration patterns that connect ecosystem actors through strong and weak ties. To clarify how technological development contributes to this change, and how resource integration transforms the service ecosystem, this qualitative case study explores the digitalisation strategy of a market-leading systems integrator in the maritime industry. Based on 40 depth interviews with managers, the findings show how technology increasingly serves as a key operant resource in the transformation of resource integration patterns. The study contributes to ecosystem dynamics research by identifying major differences between the pre-digitalised and digitalised states of a service ecosystem, and demonstrates the dual role of technology in both increasing pattern complexity and facilitating coordination of that complexity.
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| 5. |
- Edvardsson, Bo, 1952-, et al.
(författare)
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Negative critical waves in business relationships : an extension of the critical incident perspective
- 2014
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Ingår i: Journal of business & industrial marketing. - : Emerald Group Publishing Limited. - 0885-8624 .- 2052-1189. ; 29:4, s. 284-294
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - This paper aims to extend understanding of business-to-business relationship dynamics by introducing and discussing the phenomenon of a "negative critical wave" (NCW), defined as a disturbance in a relationship that emerges and develops within or beyond individual working relationships. Design/methodology/approach - The dynamics of working relationships in two manufacturing firms in Finland and Sweden were studied by analysing the narratives of unstructured personal interviews with 16 middle managers and 14 operational executives, who recalled experiences of relevant situations over three years, with emphasis on unexpected disturbances, challenges and problems. Findings - Respondents discussed 77 NCWs, the development and effect of which proved to depend upon the original "locus", "magnitude" and "amplitude", and embedded "energy". Waves could be distinguished as: "silent compact", "silent extensive", "intense compact" or "intense extensive". Research limitations/implications - The wave metaphor for relationships dynamics, consistent with but distinct from established notions of "critical time" and "critical incidents" and the associated classification system are a useful starting point for further research into the phenomenon. Though the qualitative methodology achieved richness, the small sample and restricted scope place limits on the objectivity and generalisability of the findings. Practical implications - The NCW framework offers strategists and managers a holistic understanding of the dynamic process of criticality, synthesising the complexities of relationship dynamics and pointing to ways in which to absorb the energy of negative waves. Originality/value - More is now known about the domino effects of critical incidents in internal and external business-to-business relationships.
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| 6. |
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| 7. |
- Ekman, Peter, 1969-, et al.
(författare)
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Emergent market innovation : A longitudinal study of technology-driven capability development and institutional work
- 2021
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Ingår i: Journal of Business Research. - : ELSEVIER SCIENCE INC. - 0148-2963 .- 1873-7978. ; 124, s. 469-482
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Tidskriftsartikel (refereegranskat)abstract
- Extant literature focuses primarily on deliberate, proactive market-shaping efforts to understand changes in markets. This paper explores how emergent, incremental activities might unintentionally prompt market innovation due to the interactions of capability development and its required institutional work. Using a critical case method, we study a firm that successfully challenged established market logic by systematically changing its capabilities. A longitudinal field study reveals that capability development demands induce changes to institutional foundations; then, as institutions change, further capabilities can be developed, all of which may instigate wider market innovation outcomes. This study conceptualizes this intricate, iterative process, as well as its evolutionary market innovation outcomes. The proposed three-level capability model can guide firms striving to offer new and innovative services. The authors also detail a three-stage research design methodology that can help research and practice gain in-depth understanding of both emergent unintentional market innovation and strategic deliberate market-shaping activities.
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| 8. |
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| 9. |
- Kindström, Daniel, et al.
(författare)
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Visualizing the value of service-based offerings : empirical findings from the manufacturing industry
- 2012
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Ingår i: Journal of business & industrial marketing. - : Emerald. - 0885-8624 .- 2052-1189. ; 27:7, s. 538-546
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Tidskriftsartikel (refereegranskat)abstract
- Purpose – The purpose of this paper is to explore strategies for visualizing the value of service-based offerings in a B2B context. By taking a process perspective on the offering life cycle, this paper also aims at distinguishing which visualization strategies are most appropriate using at which life-cycle stages.Design/methodology/approach – The study employed a qualitative, multiple-case study research design involving five manufacturing firms.Findings – Primary findings are that firms need to make use of several different visualization strategies depending on, among other things, the key stakeholders and also where the firm's offering is currently positioned in the service-based offering life cycle.Research limitations/implications – While the empirical data is from only one sector – i.e. manufacturing – managers from other B2B sectors should have an interest in the results and the key aspects identified. Further research could also establish linkages to performance metrics.Originality/value – Visualization strategies have been relatively rarely studied from a B2B perspective, and the process dimension, especially, is novel.
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| 10. |
- Kowalkowski, Christian, 1978-, et al.
(författare)
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Internalisation or externalisation? : Examining organisational arrangements for industrial services
- 2011
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Ingår i: Managing Service Quality. - Bingley, UK : Emerald Group Publishing Limited. - 0960-4529 .- 1758-8030. ; 21:4, s. 373-391
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - Manufacturing firms primarily organise service provision internally, externally or through a hybrid arrangement. This paper aims to analyse how firm-, offering-, and market-specific factors influence the way in which a firm organises its service provision. In addition, the paper analyses the specific challenges that each organisational arrangement presents for a firm. Design/methodology/approach - The study employed a qualitative, multiple-case research design that involved seven manufacturing firms with different organisational arrangements for service provision. Findings - Contrary to certain explicit assumptions, few firms organise for service provision solely through an in-house organisation. Analysis of firms in a wide variety of industries has shown that the organisational arrangements (internal, external or hybrid configuration) are contingent on factors such as market strategy, customer relationships, product-service linkages, internal competences and market channel characteristics. Research limitations/implications - The paper is an initial attempt to understand the strategic choices that firms make in terms of inter-organisational arrangements for service provision. The research should be extended by way of a cross-sectional survey in order to test and further validate the importance of the determinants of the organisational arrangements for service provision. Originality/value - The paper contributes to the service marketing and management literature by examining factors that determine whether firms organise for service provision internally, externally or through a hybrid configuration. Prior research has not explicitly addressed this issue.
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