Mapping the Digital Servitization Journey: A Meta-Synthetic Framework of Antecedents, Processes, and Outcomes in Industry 4.0

Document Type : Research Paper

Authors

1 Ph.D. Candidate, Department of Business Management, Kish International Campus, University of Tehran, Tehran, Iran.

2 Associate Prof., Department of Information Technology (IT) Management, Faculty of Technology and Industrial Management, College of Management, University of Tehran, Tehran, Iran.

3 Associate Prof., Department of Business Strategy and Policymaking, Faculty of Business Management, College of Management, University of Tehran, Tehran, Iran.

10.22059/imj.2026.405896.1008272

Abstract

Objective: This study aims to conceptualize the structure of digital servitization—the shift from product-centric to digital service-oriented business models. It seeks to integrate fragmented academic literature into a coherent framework and provide practical guidance for managers navigating this transformation. 
Methodology: Through a systematic review methodology, a meta-synthesis was conducted to integrate and interpret prior research. Following the retrieval of 140 articles from major academic databases, multiple rounds of screening—based on criteria of quality, relevance, and novelty—culminated in the selection of 20 pivotal studies. These were categorized and analyzed through a conceptual model structured around the antecedents, processes, and outcomes of digital servitization.
Results: Digital servitization can be structured into three core dimensions. Antecedents include technological readiness, human competencies, and organizational culture. Key processes involve designing digital platforms, implementing data-driven services, and reconfiguring business models. Outcomes result in enhanced innovation, organizational agility, and sustainable business performance.
Conclusion: Successful digital servitization requires a systematic approach across antecedents, processes, and outcomes. The proposed framework offers an integrated view of the technological, human, and structural factors involved, helping managers avoid common pitfalls—such as strategy misalignment and employee resistance—and move beyond simple digitalization toward genuine service-based transformation.

Keywords

References

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Industrial Management Journal
Volume 18, Issue 1
2026
Pages 117-135

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