The influence of organizational factors on implementing servitization strategy

摘要

Today, many leading companies in developed economy offerings an integration of services with their core products, which comprise a significant shift in the underlying business model. This movement has been coined the ‘servitization of business’. In this exploratory paper, we discuss the influence of organizational factors by five different indicators, namely, vision/strategy, leadership, organization, human resources, and sales & marketing to assist the implementation of firm servitization strategy. Data was collected from a giant electronics company of Hitachi Limited, Japan. Organization answer to a survey included multiple and open questions about the perception, process, barriers, and execution of servitization strategy. In general results show that the factors like, customer-centric strategy, cross-functional collaboration, business integration, communication skills, and solution oriented process have more influence on building a high performance service model and its capabilities; new relationship with customers, nurture a service culture and supporting the processes towards servitization of business.