Context matters: how internal and external factors impact servitization

Jekaterina Dmitrijeva, Andreas Schroeder, Ali Ziaee Bigdeli*, Tim Baines

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review


The study investigates how internal and external context factors impact a manufacturer’s servitization process (i.e. the strategic transformation from competing through products towards competing through services). A theoretical framework was developed that integrates a multi-stage conceptualisation of servitization with a focus on the wide range of internal and external context factors that support or oppose the transformation. The study draws on the collective experiences of 25 senior executives from 17 servitizing small- and medium-sized manufacturers, using a focus group-based enquiry method. The findings recognise servitization as a multi-stage transformation process with each stage being exposed to different context factors. The findings identify a wide range of context factors and show how their specific impact varies depending on the manufacturer’s servitization stage. Several theoretical and practical implications are provided.
Original languageEnglish
Pages (from-to)1077-1097
Number of pages21
JournalProduction Planning and Control
Issue number13
Early online date5 Dec 2019
Publication statusPublished - 1 Apr 2020

Bibliographical note

This is an Accepted Manuscript of an article published by Taylor & Francis Group in Production Planning & Control on 5 Dec 2019, available online at:


  • Servitization
  • organisational change
  • organisational context
  • transformation


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