Authors
Zsófia Tóth, Alexey Sklyar, Christian Kowalkowski, David Sörhammar, Bård Tronvoll, Oliver Wirths
Publication date
2022/4/1
Journal
Industrial Marketing Management
Volume
102
Pages
438-450
Publisher
Elsevier
Description
Two of the most disruptive changes in today's business markets are servitization and digitalization. Their increasing convergence into digital servitization leads to tensions both within and between organizations. The authors investigate such intra- and interorganizational tensions by applying a paradox theory lens. The study draws on 56 depth interviews and multiple site visits from two cases in the aerospace and maritime industries. Linked to the paradoxes of organizing, learning, belonging, and performing, eight tensions emerge from the findings. The intra-organizational tensions include digitally enabled control, digital upkeep, professional identity, and performance priorities. In turn, the interorganizational tensions comprise platform-based coopetition, information superabundance, organizational identity, and data utilization. For practitioners working with digital services, this study suggests an audit of tensions to …
Total citations
202220232024101719
Scholar articles
Z Tóth, A Sklyar, C Kowalkowski, D Sörhammar… - Industrial marketing management, 2022