Toward a multilevel perspective on digital servitization

Purpose The purpose of this paper is to provide a theoretical lens on digital servitization (DS) for future research purposes. By developing multilevel framework that helps structure and untangle its complexity, the authors aim increase understanding into persistent challenge DS. Design/methodology/approach Building problematization approach, critical incident technique was applied comparative, longitudinal, multiple-case study in which DS journeys from one Italian Belgian manufacturing firm were analyzed. Findings Analysis revealed different levels elements simultaneously involved identified incidents. This huge interconnectedness severely challenged journeys. Managerial (un)responsiveness played central role organizational outcome both firms. Originality/value answer call more holistic approach toward A provided be employed by researchers practitioners alike. mid-range theory propositions are developed.