Configurational Servitization Approach: A Necessary Alignment of Service Strategies, Digital Capabilities and Customer Resources

This chapter delves into the multifaceted nature of servitization in manufacturing, highlighting the need for a configurational approach to align service strategies, digital capabilities, and customer resources effectively. It examines the various servitization approaches—offer-oriented, processes-oriented, uses or results-oriented, and innovation-oriented—and their impact on value propositions. The text emphasizes the importance of customer roles and digital capabilities in designing and implementing successful servitized value propositions. It introduces a framework that helps manufacturing firms navigate the complexities of servitization, ensuring alignment between strategies, capabilities, and customer integration. This approach offers multiple pathways to successful servitization, catering to the unique characteristics and goals of each firm. The chapter concludes by stressing the necessity of a relevant alignment between service strategies, digital capabilities, and customer resources for achieving optimal performance in servitization.