Business customers of manufacturing organizations globally seek superior customer service from the manufacturer, the practical usage of digital product monitoring services, predictive maintenance for products, and relief from buying capital expenditure products for products as a service. This dissertation aims to identify enablers that leaders within manufacturing firms should consider as they transform from a product-centric to a service-centric business model – a move known as servitization. With the advent of Industry 4.0 and the latest technological evolutions, the concepts and process of servitization implementation profoundly impact the manufacturer's business models by enabling newer revenue streams. Purpose: This dissertation aims to bridge the existing knowledge gap in the available scholarly literature by providing a holistic overview of servitization enablers in the era of industry 4.0. Scope: The research scope is limited to global manufacturing firms operating within the business-to-business domain. Method: This dissertation leverages a realist inquiry using multiple search strategies to retrieve 218 articles from academic, industry, and grey literature leading to 59 quality appraised articles from the last seven years for inclusion in the synthesis. The dynamic capabilities theory and its aspects of sensing, seizing, and transforming guide this research. Findings: The synthesis conducted as part of this dissertation yields four findings and 10 sub findings constituting the areas of continuous innovation, customer focus, and organizational transformation as enablers. Limitations: Areas that the literature did not sufficiently address include (a) the correlation between implementing servitization of business and the revenue generated by the manufacturing organization, (b) the correlation between implementing servitization models and the manufacturing industry sectors, and (c) the impact of using newer and advanced technologies on servitization models. Implications: The manufacturing organization leaders should conduct a maturity assessment, review an awareness checklist, and consider investments and partnerships as proposed by this research to support their servitization of business journey. Originality/Value: The results of this dissertation will allow manufacturing organizations to distinguish themselves from the competition and show more significant revenue potential for their shareholders by effectively deploying critical organizational actors in the servitization journey to transform their business into effective service-centric manufacturing organizations.
|School:||University of Maryland University College|
|Department:||School of Business|
|School Location:||United States -- Maryland|
|Source:||DAI-A 82/8(E), Dissertation Abstracts International|
|Subjects:||Management, Business administration, Web Studies, Information Technology, Industrial engineering, Organizational behavior|
|Keywords:||Servitization, Dynamic capabilities, Industrial IoT, Industry 4.0, Business-to-business models, Internet of Things (IoT), Monitoring services|
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