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Employee Reactions to Servitization as an Organizational Transformation

In: The Palgrave Handbook of Servitization

Author

Listed:
  • Mădălina Pană

    (Technical University of Denmark (DTU Management))

  • Melanie E. Kreye

    (Technical University of Denmark (DTU Management))

Abstract

This chapter presents a framework that describes employees’ long-term reactions to and suitable management responses for engaging employees in servitization. We review the literature on servitization, organizational behavior, and organizational psychology to identify observable behaviors and reasons for three employee reactions to servitization: (1) support, (2) rejection and voluntary turnover, and (3) resistance. For each reaction, we present management responses that are intended to overcome the barriers to engaging employees in servitization while improving the decision-making behind the organizational transformation. Theoretical implications and practical advice for managers are provided.

Suggested Citation

  • Mădălina Pană & Melanie E. Kreye, 2021. "Employee Reactions to Servitization as an Organizational Transformation," Springer Books, in: Marko Kohtamäki & Tim Baines & Rodrigo Rabetino & Ali Ziaee Bigdeli & Christian Kowalkowski & Rogeli (ed.), The Palgrave Handbook of Servitization, pages 327-339, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-75771-7_21
    DOI: 10.1007/978-3-030-75771-7_21
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