Unveiling the hidden link between digital servitization and firm performance: A meta-analysis

Abstract

Digital servitization (DS) has emerged as a powerful approach for manufacturers aiming to enhance performance. However, the link between DS and performance remains controversial, with past empirical studies producing varied and conflicting results. This study presents a meta-analytical quantitative analysis based on a sample of 75 independent parameters derived from 51 peer-reviewed journal articles. Results confirm a positive relationship between DS and firm performance. They demonstrate that this relationship is influenced by the individual and integrated roles of digitalization and servitization. Specifically, digital infrastructure exhibits a U-shaped relationship with performance. In addition, contract-based services appear more effective than data-based services, and the interdependence of digitalization and servitization outperforms treating them as independent entities. This meta-analysis unpacks the “DS black box” by exploring the specific characteristics that account for the heterogeneities in the DS-performance relationship.