Digitally Enabled Advanced Services: A Socio-technical Perspective on the Role of the Internet of Things (IoT)


Purpose: The purpose of this study is to investigate how the internet of things (IoT) contributes to manufacturers' advanced services development and delivery. To better understand the creation of these IoT contributions, the study adopts a socio-technical research perspective, which expands the scope of the investigation and integrates the technological, information and social factors that enable these IoT contributions. Design/methodology/approach: A multiple-case research method was employed to investigate the IoT contribution scenarios of 15 manufacturers who offer advanced services and to examine their dependence on other non-IoT factors, using thematic analysis. Findings: The analysis identified five advanced services value propositions, which are enabled by nine “IoT-enabled information systems (IS) artefacts” that specify the distinct interactions between the technological, information and social subsystems supporting the manufacturers' advanced services value propositions. Originality/value: The study advances the servitisation research by demonstrating that IoT technology on its own is insufficient for the creation of the IoT contributions. It shows, instead, the need for close interactions with a diverse range of other factors, which are often not considered when developing an IoT strategy. The study also introduces the IS artefact notion as a unit of analysis that constitutes an alternative to the commonly adopted techno-centric perspective used to conceptualise IoT contributions. The study and its findings add to the development of a socio-technical perspective on the IoT in advanced services and thereby suggests a number of theoretical and practical implications.

Publication DOI:
Divisions: College of Business and Social Sciences > Aston Business School > Operations & Information Management
College of Business and Social Sciences > Aston Business School
College of Business and Social Sciences > Aston Business School > Advanced Services Group
Additional Information: © 2020 Emerald Publishing. This AAM is deposited under the CC BY-NC 4.0 licence. Any reuse is allowed in accordance with the terms outlined by the licence. To reuse the AAM for commercial purposes, permission should be sought by contacting
Uncontrolled Keywords: Advanced services,IoT,Servitization,Decision Sciences(all),Strategy and Management,Management of Technology and Innovation
Publication ISSN: 1758-6593
Last Modified: 14 May 2024 07:15
Date Deposited: 30 Jul 2020 11:41
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Related URLs: https://www.eme ... -0131/full/html (Publisher URL)
http://www.scop ... tnerID=8YFLogxK (Scopus URL)
PURE Output Type: Article
Published Date: 2020-09-01
Published Online Date: 2020-08-31
Accepted Date: 2020-07-13
Authors: Schroeder, Andreas (ORCID Profile 0000-0002-4051-9275)
Naik, Parikshit (ORCID Profile 0000-0003-0820-7981)
Ziaee Bigdeli, Ali (ORCID Profile 0000-0002-8128-0918)
Baines, Tim (ORCID Profile 0000-0002-7518-2967)


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