Contextualising servitization – the shaping of the organisational transformation

Abstract

This study has set out to build the evidence base underpinning the context of the SME servitization transformation. It explores how the organisational environment forces manufacturing SMEs to move towards service provision through depicting their perception of the business environment. The study contributes to the understanding of servitization by populating the selected conceptual model with insights drawn from collective experiences of 25 senior executives from 17 servitizing SMEs. The findings summarise how internal and external organisational environment factors shape servitization transformation and how they differ when considering the stages of transformation.