Service Systems Engineering Triggered by Digitization - Evidence from German Manufacturing SMEs

This paper presents a 13-firm study that investigates which new modes of beneficial service systems are arising from the impact of digitization in extant service systems. In order to give a structured and operational view on the accompanying service innovation process, this paper applies a holistic multiple case study approach that is guided by the premise of resource density and its underlying dematerialization mechanisms. The paper identifies four types of beneficial service system configurations that stem from the impact of digitization. Hence, this paper contributes to the field of service systems engineering that focuses on systematically designing and developing service systems with due regard to service-centric business models and strategy in the digital age.This paper presents a 13-firm study that investigates which new modes of beneficial service systems are arising from the impact of digitization in extant service systems. In order to give a structured and operational view on the accompanying service innovation process, this paper applies a holistic multiple case study approach that is guided by the premise of resource density and its underlying dematerialization mechanisms. The paper identifies four types of beneficial service system configurations that stem from the impact of digitization. Hence, this paper contributes to the field of service systems engineering that focuses on systematically designing and developing service systems with due regard to service-centric business models and strategy in the digital age.