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This paper presents a model aiming to identify the factors influencing the adoption of augmented reality (AR) for industrial services.

The study combines a literature analysis with an empirical study conducted exploring how five large industrial companies are introducing AR for supporting the provision of technical assistance and industrial services to their installed base.

The authors identify four categories (task, workforce, context and technology) that combine 18 factors that manufacturing companies should consider when introducing AR technology to support industrial services.

This paper systematises the fragmented literature on technology adoption and in particular those works related to the factors affecting the adoption of AR in industrial services. Based on literature and empirical evidence, the authors propose a novel framework that can help companies in the selection of AR solution based on their specific applications and situations. This study therefore contributes also to the existing literature on the adoption of I4.0 and digital technologies in industrial services.

This study aims to investigate the contribution of knowledge-intensive business services firms to small- and medium-sized manufacturers’ digital servitization journeys, addressing the standardization versus customization dichotomy of services and solutions provision.

To identify the challenges that small- and medium-sized firms must face in the digital servitization journey and the role that knowledge-intensive business services firms may play in the innovation processes, the authors conduct a review on two still unrelated literature streams and develop a longitudinal single-case study, with a particular focus on knowledge generation mechanisms.

Digital servitization is a particularly challenging transformational journey for minor firms. Knowledge-intensive business services firms can act as sources, facilitators, and carriers of knowledge, and they can orchestrate further contributions of other external partners and firms.

The paper contributes to theory describing the roadmap and the role of external service providers in digital servitization journeys of smaller firms’, that are frequently excluded from mainstream research although being the backbone of European economies.

Digital servitization in minor manufacturing firms requires a long-term orientation and a multi-stage roadmap. Mixing standardized technology-based solutions and complementary professional services, knowledge-intensive business services firms can significantly contribute to lowering the journey’s uncertainties, operational complexity, and costs.

The paper sheds lights on how the collaboration between knowledge-intensive business services firms and small manufacturers generates novel knowledge and capabilities that contribute to takle the challenges of the different stages of the digital servitization roadmap.

This chapter describes practical lessons for leading transformational innovation in industrial firms. These lessons result from theory-building empirical research based on published studies and the authors’ personal observations. These latter are the results of interviews with over 100 senior managers. The research also discriminates between the capabilities for leading core, adjacent and transformational innovations. In practice, each form requires different leadership and skills to ensure success. In the past, firms that use this approach have been described as ambidextrous. However, this oversimplifies the situation rather than considering the continuum of innovation approaches within a firm necessary to ensure long-term sustainability. This is because firms must innovate long-term, deliver ongoing core innovation in their existing portfolio, and evolve their value propositions and business models through adjacent innovation.

Product-service systems (PSSs)’s popularity has expanded significantly throughout recent years. The purpose of this paper is to integrate products and services to achieve functional results that augment the offering’s value. Nevertheless, the intangibility of services hinders the diffusion of PSSs: services are characterized by imprecisions and ambiguities that render the assessment and prioritization of customer requirements problematic. An inadequate evaluation of the latter leads to an inconsistent PSS design that results in the customer dissatisfaction.

To address these concerns, the paper proposes an approach integrating the quality function deployment for product-service systems (QFDforPSS) method with Thurstone’s Law of Comparative Judgments. This approach was tested at a manufacturer in the medical sector seeking to improve his market stance through a PSS model.

Although the case study is based on a limited sample, the results achieved highlight the importance of the flow of information between the PSS provider and the customers (i.e. the PSS receivers) in the healthcare sector. The proposed approach can facilitate the company in collecting information even in the case of incomplete answers to surveys and questionnaires providing a practical method to handle the uncertainty due to incomplete data.

The study represents one of the first applications of the PSS approach in the healthcare sector, introducing a novel integration of easy-to-use management tools to augment the understanding of customer needs and expectations.

This study arises from the need to understand the servitization or service transition process in non-manufacturing firms and sets out from a taxonomy proposed in the literature (Lütjen et al., 2017). This study aims to identify the barriers to service transition in small and medium-sized enterprises (SME) participating in an innovation ecosystem and how these small firms can benefit from this strategy to develop in this scale.

A qualitative study was carried out based on multiple case studies, data being collected through semi-structured interviews with service business-people belonging to a science and technology park situated in an inland region of Portugal.

From content analysis, the results obtained indicated a lack of specialized personnel as the main barrier and as a strategy to overcome this situation these companies turned to business cooperation. This means that good management of this cooperation increases the quality of the services provided, as inter-organizational networks, through participation in ecosystems, can secure a wider set of resources and capacities.

This study shows that firms try out different service offers simultaneously and that innovation capacity increases constantly during service transition. Secondly, the study emphasizes the importance of innovation ecosystems, entrepreneurship, servitization and cooperation networks in promoting resilient and small ventures. Thus, this study can help owner-managers, SMEs and political decision-makers to make better informed decisions, which can be particularly relevant in scenarios of uncertainty and crisis.

This study draws conclusions in a little explored empirical area in the literature, challenging the widespread understanding that service transition is used only in manufacturing firms. This study provides clearer conceptual understanding of service transition from a network and relational perspective which, despite the perspective's relevance, still lacks research in the context of servitization.