Changes in small and medium-sized manufacturers’ service delivery systems during digital servitization

While digital technology can enable small and medium-sized enterprises (SMEs) to scale up and expand their business, implementing effective service delivery systems through digitalization can be challenging for SMEs with limited resources and capabilities. This paper explores the changes in the service delivery systems of four small manufacturing firms during digital servitization. The study contributes to the understanding of digital servitization in manufacturing SMEs by identifying the operational perspective of service delivery systems and the importance of the service delivery chain, digital servitization maturity, and external environment on their digital servitization efforts.