Enterprise Servitization: Practical Guidelines for Culture Transformation Management

Abstract

We propose a framework based on ADKAR (awareness, desire, knowledge, ability, and reinforcement) with guidelines to manage the organizational culture change required for servitization—the transition of a company towards a product–service system (PSS) business model that provides cohesive delivery of products and services, increasingly supported on digital technologies. We departed from a systematic literature review across five academic databases, covering human and technological aspects, that confirmed corporate culture as one of the pillars of a successful transformation, along with relevant factors to account for. The results of this work have both theoretical and managerial implications. Companies can apply the framework to support planning implementation strategies that require a corporate mind shift. Finally, we identified directions for future servitization research.