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Tensions in digital servitization through a paradox lens
Durham University Business School, Durham University.ORCID iD: 0000-0003-4280-6793
Linköping University, Department of Management and Engineering, Industrial Economics. Linköping University, Faculty of Science & Engineering. (Centre for Business Model Innovation (CBMI))ORCID iD: 0000-0002-5483-1745
Linköping University, Department of Management and Engineering, Industrial Economics. Linköping University, Faculty of Science & Engineering. Hanken Sch Econ, Finland. (Centre for Business Model Innovation (CBMI))ORCID iD: 0000-0002-4081-9737
Stockholm Business School, Stockholm University.ORCID iD: 0000-0002-5558-9014
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2022 (English)In: Industrial Marketing Management, ISSN 0019-8501, E-ISSN 1873-2062, Vol. 102, p. 438-450Article in journal (Refereed) Published
Abstract [en]

Two of the most disruptive changes in todays business markets are servitization and digitalization. Their increasing convergence into digital servitization leads to tensions both within and between organizations. The authors investigate such intra-and interorganizational tensions by applying a paradox theory lens. The study draws on 56 depth interviews and multiple site visits from two cases in the aerospace and maritime industries. Linked to the paradoxes of organizing, learning, belonging, and performing, eight tensions emerge from the findings. The intra-organizational tensions include digitally enabled control, digital upkeep, professional identity, and performance priorities. In turn, the interorganizational tensions comprise platform-based coopetition, information superabundance, organizational identity, and data utilization. For practitioners working with digital services, this study suggests an audit of tensions to inform continued formulations of a mitigation strategy.

Place, publisher, year, edition, pages
Elsevier , 2022. Vol. 102, p. 438-450
Keywords [en]
Digital servitization; Tensions; Digitalization; Digital transformation; Business network; Paradox theory
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-183018DOI: 10.1016/j.indmarman.2022.02.010ISI: 000820328700026OAI: oai:DiVA.org:liu-183018DiVA, id: diva2:1639156
Funder
Riksbankens Jubileumsfond, P15-0232:1
Note

Funding: Riksbankens Jubileumsfond (The Swedish Foundation for Humanities and Social Sciences) [P15-0232:1]

This work is published under Creative Common license CC BY 4.0  https://creativecommons.org/licenses/by/4.0/

Available from: 2022-02-19 Created: 2022-02-19 Last updated: 2022-08-26

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Sklyar, AlexeyKowalkowski, Christian

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