This study develops a descriptive maturity model (MM) to assess and guide the servitization progression of manufacturing SMEs through consensus building with both industry and academic practitioners.
The maturity model was developed through a systematic literature review (SLR), validated via the Delphi Survey Method with experts in servitization, and tested with two SMEs in the manufacturing sector.
The study identifies 7 core maturity dimensions and 21 sub-dimensions, each mapped to basic, intermediate and advanced servitization levels. The resulting model provides a structured and detailed diagnostic framework.
Advances existing literature by providing a detailed, empirically tested model that differentiates capabilities across servitization levels. The collaboration between industry and academic practitioners addresses a gap in previous research.
The model serves as a diagnostic and strategic planning tool for SMEs aiming to transition towards higher levels of servitization. The model supports this strategic transformation by defining the needed capabilities.
This is among the first studies to use a Delphi method to build consensus between academics and industry practitioners for a digital servitization MM. Additionally, results of testing and refinement of the developed model through practical application with two SME businesses are shown, bridging the gap between theory and real-world implementation.
