Developing a Maturity Model for Digital Servitization in Manufacturing Firms

  • Theoni PaschouEmail author
  • Mario Rapaccini
  • Christoph Peters
  • Federico Adrodegari
  • Nicola Saccani
Conference paper
Part of the Lecture Notes on Multidisciplinary Industrial Engineering book series (LNMUINEN)


In today’s rapidly changing markets, manufacturing firms are increasingly challenged by the convergence of digital technologies and servitization, which is defined as Digital Servitization. Enterprises struggle to grasp this phenomenon’s vision, constantly facing pressures to obtain and retain competitive advantage, inventing and reinventing new products and services, reducing costs and time to market, and enhancing quality at the same time. They need to define improvement actions to be taken to navigate through the transformation process and prioritize between different activities. Prior research has highlighted the importance of how to proceed into this transformation, however less emphasis has been put on suggesting suitable activities that fit the organization’s current status and future goals. To overcome this challenge, we propose a maturity model for digital servitization that serves as an assessment tool. Based on a literature review and qualitative expert interviews, this study proposes a maturity model that allows a holistic view on the areas affected by digital servitization. The model consists of four dimensions, strategy, business processes, customer experience, organization and culture that consist of a requirements list with 13 indicators. The contribution of this study enables practitioners to diagnose and assess their activities with the digital servitization transformation.


Digital servitization Maturity model Digital transformation 


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Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • Theoni Paschou
    • 1
    Email author
  • Mario Rapaccini
    • 2
  • Christoph Peters
    • 3
  • Federico Adrodegari
    • 1
  • Nicola Saccani
    • 1
  1. 1.Department of Mechanical and Industrial EngineeringUniversity of BresciaBresciaItaly
  2. 2.Department of Industrial EngineeringUniversity of FlorenceFlorenceItaly
  3. 3.Institute for Information ManagementUniversity of St. GallenSt. GallenSwitzerland

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