A complexity management approach to servitization: the role of digital platforms. Issue 5 (21st May 2021)

• Record Type: Journal Article
• Authors: Eloranta, Ville; Ardolino, Marco; Saccani, Nicola
• Is Part Of: International journal of operations & production management. Volume 41:Issue 5(2021)
• Page Start: 622
• Page End: 644
• Publication Date: 2021-05-21
• Subjects: Complexity -- Servitization -- Digital -- Service operations; Production management -- Periodicals; Business logistics -- Periodicals; 658.5
• DOI: 10.1108/IJOPM-08-2020-0582
• Languages: English
• ISSNs: 0144-3577

Abstract

Abstract : Purpose: This study aims to enhance the theoretical foundations of servitization research by establishing a theoretical connection with complexity management. The authors develop a conceptual framework to describe complexity management mechanisms in servitization and digital platforms' specific role in allowing synergies between complexity reduction and absorption mechanisms. Design/methodology/approach: A theory adaptation approach is used. Theory adaptation introduces new perspectives and conceptualization to the domain theory (servitization, with a focus on the role of digital platforms) by informing it with a method theory (complexity management). Findings: This study provides four key contributions to the servitization literature: (1) connecting the servitization and complexity-management terminologies, (2) identifying and classifying complexity-management mechanisms in servitization, (3) conceptualizing digital platforms' role in servitization complexity management and (4) recognizing digital platforms' complexity-management synergies. Originality/value: This study highlights that by using digital platforms in servitization and understanding the platform approach more thoroughly, companies can gain new capabilities and opportunities to manage and leverage complexity.