Title: The untold story of the inherent tensions in the assessment of servitisation success - a conceptual approach

Authors: Michael Engkær Engsig Madsen; René Chester Goduscheit

Addresses: Department of Business Development and Technology, Aarhus University, Birk Centerpark, 15, 7400 Herning, Denmark ' Department of Business Development and Technology, Aarhus University, Birk Centerpark, 15, 7400 Herning, Denmark

Abstract: This study discusses the paradoxes that arise from differing perceptions of servitisation success and spotlights potential external and internal tensions. We seek to establish a more profound understanding of the servitisation concept, and by conducting a typology-based conceptualisation on the basis of a systematic literature review, we include prior studies on servitisation success in relation to the definitional differences within servitisation. Employing the theory of organisational identity, this study presents a range of paradoxes that lead to internal and external tensions potentially hindering the servitisation transformation. It presents a series of theoretical contributions; including a revised methodological view of servitisation success that can be employed in future studies.

Keywords: servitisation; servitisation success; operationalisation; internal tensions; external tensions; paradox; typology-based conceptualisation; systematic literature review.

DOI: 10.1504/IJTM.2023.133931

International Journal of Technology Management, 2023 Vol.93 No.3/4, pp.268 - 294

Received: 07 Jul 2022
Accepted: 24 Feb 2023
Published online: 05 Oct 2023 *

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