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A Relational View on Industry 4.0: Governing Relationships in Digital Servitization
Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, Industriell Ekonomi.ORCID-id: 0000-0003-4511-8937
Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, Industriell Ekonomi.ORCID-id: 0000-0002-9597-0071
Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, Industriell Ekonomi.ORCID-id: 0000-0001-5464-2007
Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, Industriell Ekonomi. University of Vaasa, Finland.ORCID-id: 0000-0003-3255-414X
2019 (engelsk)Konferansepaper, Oral presentation with published abstract (Fagfellevurdert)
Abstract [en]

In the light of industry 4.0, providers are increasingly offering their industrial customers more advanced services enabled by digital technologies such as the internet of things, remote monitoring, and artificial intelligence. This trend is referred to as digital servitization, and it is enabling significant changes in how value is created and captured in industrial relationships. In order to fully benefit from digital servitization, providers and customers need to transform their relationships. However, there is limited knowledge on how a provider and a customer govern their relationship in the context of digital servitization. To address this gap, this paper applies the relational view theory as a lens for studying how dyad relationships in digital servitization can be successfully governed and transformed. To that end, research was conducted based on multiple case study of four dyadic relationships between providers and customers. In total, 40 respondents from both sides were interviewed, and data was analyzed based on thematic analysis approach to identify relevant themes and patterns. The results identify four components – complementary digitalization capabilities, relation-specific digital assets, digitally enabled knowledge-sharing routines, and partnership governance – that enable providers and customers to profit from digital servitization. The main contribution is the development of a relational governance framework for digital servitization. In doing so, we provide contribute to the servitization literature, as we advance understanding of the central role of relationship governance in digital servitization, and provide insights into the transformation of provider-customer relationships.

sted, utgiver, år, opplag, sider
2019.
Emneord [en]
Digital Servitization, Industry 4.0, Governance, Relational View
HSV kategori
Forskningsprogram
Entreprenörskap och innovation
Identifikatorer
URN: urn:nbn:se:ltu:diva-76415OAI: oai:DiVA.org:ltu-76415DiVA, id: diva2:1361700
Konferanse
8th International Conference on Business Servitization (ICBS 2019), San Sebastian, Basque Country, Spain
Forskningsfinansiär
VinnovaTilgjengelig fra: 2019-10-16 Laget: 2019-10-16 Sist oppdatert: 2019-10-22

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