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Unlocking digital servitization: A conceptualization of value co-creation capabilities

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  • Struwe, Sascha
  • Slepniov, Dmitrij

Abstract

Industrial and service firms alike are increasingly adopting digital servitization to achieve service-driven growth and establish a competitive advantage. Firms must develop sufficient capabilities to benefit from digital servitization, which is an underinvestigated topic in the literature. This study contributes to bridging this gap by taking a service-dominant logic (SDL) perspective and focusing on value co-creation capabilities in B2B firms that offer digital service platforms and services based on them. It draws on a multiple-case study design involving leading cases from sectors such as manufacturing, engineering and shipping. The findings identify a set of four value co-creation capabilities: digital literacy, aligning, reflecting and coping. Moreover, this study highlights how these capabilities can facilitate value co-creation in the context of digital servitization initiatives. For managers, the findings provide insights into what characterizes value co-creation capabilities in digital servitization and why, how and when these capabilities are relevant.

Suggested Citation

  • Struwe, Sascha & Slepniov, Dmitrij, 2023. "Unlocking digital servitization: A conceptualization of value co-creation capabilities," Journal of Business Research, Elsevier, vol. 160(C).
    • Handle: RePEc:eee:jbrese:v:160:y:2023:i:c:s0148296323001832
    DOI: 10.1016/j.jbusres.2023.113825
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