Exploring digital servitization trajectories within product–service–software space

• Published in: International journal of operations & production management 2021-08, Vol.41 (5), p.598-621
• Main Authors: Hsuan, Juliana, Jovanovic, Marin, Clemente, Diego Honorato
• Format: Article
• Language: English
• Subjects: Business models; Configuration management; Digital technology; Innovations; Internet of Things; Modularity; Modules; Shipping industry; Software; Standardization; Technological change; Value creation; Workshops
• ISSN: 0144-3577; 1758-6593
• DOI: 10.1108/IJOPM-08-2020-0525

PurposeThis study shows various pathways manufacturers can take when embarking on digital servitization (DS) journeys. It builds on the DS and modularity literature to map the strategic trajectories of product–service–software (PSSw) configurations.Design/methodology/approachThe study is exploratory and based on the inductive theory building method. The empirical data were gathered through a workshop with focus groups of 15 servitization manufacturers (with 22 respondents), an on-site workshop (in-depth case study), semi-structured interviews, observations and document study of archival data.FindingsThe DS trajectories are idiosyncratic and dependent on design architectures of PSSw modules, balancing choices between standardization and innovation. The adoption of software systems depends on the maturity of the industry-specific digital ecosystem. Decomposition and integration of PSSw modules facilitate DS transition through business model modularity. Seven testable propositions are presented.Research limitations/implicationsWith the small sample size from different industries and one in-depth case study, generalizing the findings was not possible.Practical implicationsThe mapping exercise is powerful when top management from different functional departments can participate together to share their expertise and achieve consensus. It logs the “states” that the manufacturer undergoes over time.Originality/valueThe Digital Servitization Cube serves as a conceptual framework for manufacturers to systematically map and categorize their current and future PSSw strategies. It bridges the cross-disciplinary theoretical discussion in DS.