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Servitization and Digitalization as “Siamese Twins”: Concepts and Research Priorities

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Gerhard Satzger

    (Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology (KIT)
    Institute of Information Systems and Marketing (IISM), Karlsruhe Institute of Technology (KIT))

  • Carina Benz

    (Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology (KIT)
    Institute of Information Systems and Marketing (IISM), Karlsruhe Institute of Technology (KIT))

  • Tilo Böhmann

    (Universität Hamburg)

  • Angela Roth

    (Institute of Information Systems, Friedrich-Alexander Universität Erlangen-Nürnberg)

Abstract

Across many industries we observe trends to change business models in favor of service offerings (“servitization”) as well as trends to apply digital technologies for value creation (“digitalization”). First, we perform a conceptual analysis to explain their interdependence. Second, we combine a topic modeling literature study and a qualitative expert interview approach to identify key research fields for the service and information system research communities. The work should deepen the understanding of service concepts to inform the purposeful design and application of digital technologies for service innovation along the identified research roadmap—as “high-tech meets high-touch”.

Suggested Citation

  • Gerhard Satzger & Carina Benz & Tilo Böhmann & Angela Roth, 2022. "Servitization and Digitalization as “Siamese Twins”: Concepts and Research Priorities," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 967-989, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_46
    DOI: 10.1007/978-3-030-91828-6_46
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