Organisational capabilities for sustainable success in digital servitization: an empirical study

Purpose: This paper investigates the relationship between the firm-level degree of digital servitization,
digital servitization success and various organisational capabilities.

Design/Methodology/Approach: Based on a survey of 137 European manufacturing firms and an
extensive review of current servitization literature·, a research model was developed, and mediation
analysis was implemented to evaluate hypothesis.

Findings: lt was found that each of the organisatio nal capabilit ies analysed were positively related to
the level of digital servitization degree and its digital servitization success. Furthermore, the results
show that certain capabilities vary in importance depending on the degree of digital servitization.

Originality/Value: Unique from most existing papers, digital servitization success is understood in a
sustainable way from a configurational perspective! in conjunction with a financial and a non-financial
dimension. Addressing cu rrent research gaps, applying the adopted systemic and holistic approach to
the themes of digital servit ization offers new value for practit ioners and researchers by overcoming
the prevailing fragmented view and delivering spedfic insights.