...Guoli Pu; XinYu Suo Purpose Based on the supply chain operation reference model, service-oriented logic and resource orchestration theory (ROT), this study explores the synergy impact of digitization and servitization on enterprise resilience. Design/methodology/approach We use fuzzy-set...

...Sarra Dahmani; Xavier Boucher; Didier Gourc; Sophie Peillon; François Marmier Purpose The paper proposes an innovative systemic method helping decision-makers to control servitization transition process, through decision process risk diagnosis. Design/methodology/approach The proposed method...

...Tiina Kanninen; Esko Penttinen; Markku Tinnilä; Kari Kaario Purpose The purpose of this paper is to examine what kinds of capabilities are required by process industry companies as they move toward servitization. The authors proceed in two steps. First, the authors explore the capabilities needed...

...Luna Leoni Purpose – The purpose of this paper is to explore how knowledge management systems can support the adoption of the servitization strategy in a manufacturing firm. Design/methodology/approach – In order to reach the paper aim, an inductive single-case study has been adopted...

.... Finally, the “support processes” are separated from the backstage contact employee actions by the line of internal interaction (Bitner et al., 2008). © Emerald Group Publishing Limited 2015 Customer orientation Business process management Servitization Customer centricity Service...