Purpose

Digital Service innovation (DSI) plays a fundamental role in the successful transition from product manufacturer or traditional service provider to a provider of digitally-enabled service solutions. Multiple impediments make managing this transformation using digital technologies difficult for firms, their customers and wider ecosystems. Extant knowledge of these digital technology impediments requires synthesizing and mapping.

Design/methodology/approach

A systematic literature review (SLR) was conducted. DSI tools and terminology are synthesized via thematic analysis. Subsequently, impediments to DSI for servitization (covering barriers, challenges and tensions) faced by actors across three key innovation phases: strategic planning, design planning and implementation, and four interaction levels (Micro, Meso, Macro-environment, Macro-ecosystem) are mapped via template analysis.

Findings

Six impediment categories (external environmental factors, internal firm factors, capabilities, business models and processes, value creation and interaction) encompassing 28 unique impediment types to DSI during servitization are identified. A framework enabling impediment comparison across innovation phases and ecosystem/network interaction levels, revealing that the majority of barriers can be framed as “challenges” was developed.

Originality/value

Whilst literature is emerging relating to digital servitization, there is a lack of research on the role DSI plays in facilitating digital servitization and no comprehensive study of DSI impediments exists. Additionally, consensus around the cross-disciplinary terminologies used is lacking. This study is a structured attempt to map the domain, summarizing the terms, identifying and clarifying impediment categories and providing recommendations for researchers and managers in tackling the latter.

中文翻译：

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服务化过程中面临的数字服务创新挑战：多层次视角

目的

数字服务创新 (DSI) 在从产品制造商或传统服务提供商向数字化服务解决方案提供商的成功转型中发挥着基础作用。多重障碍使得企业、其客户和更广泛的生态系统难以利用数字技术来管理这一转型。这些数字技术障碍的现有知识需要综合和映射。

设计/方法论/途径

进行了系统文献综述（SLR）。DSI 工具和术语通过主题分析进行综合。随后，参与者在三个关键创新阶段面临的 DSI 服务化障碍（涵盖障碍、挑战和紧张）：战略规划、设计规划和实施以及四个交互层面（微观、中观、宏观环境、宏观生态系统）通过模板分析进行映射。

发现

确定了六种障碍类别（外部环境因素、公司内部因素、能力、业务模式和流程、价值创造和互动），涵盖服务化期间 DSI 的 28 种独特障碍类型。开发了一个框架，可以跨创新阶段和生态系统/网络交互级别进行障碍比较，揭示大多数障碍可以被视为“挑战”。

原创性/价值

虽然与数字服务化相关的文献不断涌现，但缺乏对 DSI 在促进数字服务化中所发挥作用的研究，也没有对 DSI 障碍的全面研究。此外，对于所使用的跨学科术语缺乏共识。这项研究是一次结构化的尝试，旨在绘制领域图，总结术语，识别和澄清障碍类别，并为研究人员和管理人员解决障碍提供建议。