Servitization and Digitalization as “Siamese Twins”:Concepts and Research Priorities

Across many industries we observe trends to change business models in favor of service offerings (“servitization”) as well as trends to apply digital technologies for value creation (“digitalization”). First, we perform a conceptual analysis to explain their interdependence. Second, we combine a topic modeling literature study and a qualitative expert interview approach to identify key research fields for the service and information system research communities. The work should deepen the understanding of service concepts to inform the purposeful design and application of digital technologies for service innovation along the identified research roadmap—as “high-tech meets high-touch”.