Employee Reactions to Servitization as an Organizational Transformation

This chapter delves into the critical role of employee engagement in the transition from product-based to service-based businesses, known as servitization. It highlights the challenges managers face in retaining skilled service employees and aligning operational roles with future service practices. The text explores the spectrum of employee reactions, ranging from support to rejection, and provides a framework for identifying and managing these reactions. By understanding the underlying reasons for employee resistance and rejection, managers can implement targeted strategies to foster engagement and drive the success of the organizational transformation. The chapter also offers unique insights into the potential reasons behind employee reactions, drawing from the fields of organizational behavior and psychology. This comprehensive approach sets it apart from other chapters on servitization, offering both theoretical contributions and practical implications for managers.