Digital servitization of SMEs: the role of knowledge-intensive business services (KIBS)

ABSTRACT Purpose: The aim of the paper is to investigate the role played by KIBS firms in the digital servitization of SMEs. Design/Methodology/Approach: The paper is based on a retrospective case-study of an Italian small manufacturing SME that undertook digital servitization, with the facilitation of a KIBS firm. Findings: The paper shows how the firm developed a multi-stage approach and the knowledge stocks that were created by the interplay between the SME and the KIBS in the initial stage of their partnership. Originality/Value: This study contributes to fill a gap in the literature, providing evidence on how small and medium-sized manufacturers can develop both digitization and servitization, and innovate their business model, fulfilling the knowledge gaps that previous literature had pointed out.