The untold story of the inherent tensions in the assessment of servitisation success - a conceptual approach
by Michael Engkær Engsig Madsen; René Chester Goduscheit
International Journal of Technology Management (IJTM), Vol. 93, No. 3/4, 2023

Abstract: This study discusses the paradoxes that arise from differing perceptions of servitisation success and spotlights potential external and internal tensions. We seek to establish a more profound understanding of the servitisation concept, and by conducting a typology-based conceptualisation on the basis of a systematic literature review, we include prior studies on servitisation success in relation to the definitional differences within servitisation. Employing the theory of organisational identity, this study presents a range of paradoxes that lead to internal and external tensions potentially hindering the servitisation transformation. It presents a series of theoretical contributions; including a revised methodological view of servitisation success that can be employed in future studies.

Online publication date: Thu, 05-Oct-2023

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