Descriptive maturity model for digital servitization of SMEs

Abstract

Purpose: This study develops a descriptive maturity model (MM) to assess and guide the servitization progression of manufacturing SMEs through consensus building with both industry and academic practitioners.

Design/methodology/approach: The maturity model was developed through a systematic literature review (SLR), validated via the Delphi Survey Method with experts in servitization, and tested with two SMEs in the manufacturing sector.

Findings: The study identifies 7 core maturity dimensions and 21 sub-dimensions, each mapped to basic, intermediate and advanced servitization levels. The resulting model provides a structured and detailed diagnostic framework.

Research limitations/implications: Advances existing literature by providing a detailed, empirically tested model that differentiates capabilities across servitization levels. The collaboration between industry and academic practitioners addresses a gap in previous research.

Practical implications: The model serves as a diagnostic and strategic planning tool for SMEs aiming to transition towards higher levels of servitization. The model supports this strategic transformation by defining the needed capabilities.

Originality/value: This is among the first studies to use a Delphi method to build consensus between academics and industry practitioners for a digital servitization MM. Additionally, results of testing and refinement of the developed model through practical application with two SME businesses are shown, bridging the gap between theory and real-world implementation.