Enhancing Sustainability: Service Design-Driven Dynamic Capabilities in Servitization Processes

Abstract

This chapter explores how a service design approach, including methods and tools, can help manufacturing companies transition to sustainable smart product-service systems in the context of sustainable servitization. We propose a conceptual model based on dynamic capability theory that evaluates how service design aids in sensing, seizing, and transforming dynamic capabilities, leading to sustainable smart product-service system outcomes. Service design enables manufacturing companies to incorporate business customer viewpoints into the innovation of sustainable concepts through co-design practices and collaboration. This extends product lifespans and marks a shift from a product-centric approach to a sustainable smart product-service system perspective. A case study from a global maritime manufacturing company illustrates the practical relevance of our model.