Case study: Exploring Organizational Readiness for Smart Servitization

Abstract

Purpose of the article: This study examines organizational readiness for smart servitization in a Czech manufacturing company, with a focus on employees’ psychological profiles and value orientations.

Methodology/methods: An exploratory single case study was conducted using a theory-building approach. Data were collected through structured interviews with all 13 employees from the manufacturer, facilitated by a conversational AI platform Talk to Amy and complemented by personality profiling, value orientation assessment, and motivational analysis. The study was conducted at a medium-sized Czech natural cosmetics manufacturer over a period of three months. The study combines qualitative insights with quantitative indicators, including analysis between psychological variables and readiness scores. Triangulation was achieved through semi-structured follow-up interviews.

Scientific aim: The study aims to propose an exploratory approach for assessing organizational readiness for smart servitization by identifying psychological enablers and barriers at the employee level within a manufacturing company. It seeks to bridge servitization theory and organizational psychology, providing preliminary and practice-oriented insights for digital transformation management and future research development.

Findings: Three employee archetypes were identified: Empathic creators (46%), Structured realists (31%), and Detached pragmatists (23%). The Organizational Readiness Index reached 0.67, indicating a moderate-to-high level of readiness. The ORI consists of four sub-dimensions: psychological readiness (0.78), cultural alignment (0.74), innovation readiness (0.70), and leadership trust (0.45), which is representing the main limiting factor.

Conclusions: Smart servitization success appears to be strongly influenced by employee psychological readiness, alongside technological and organizational capabilities. The study contributes an exploratory assessment approach combining conversational AI-based data collection with index-based psychological interpretation. Managerial implications include differentiated change management strategies, targeted capability development, and leadership attention focused on building psychological safety and trust. The findings indicate moderate-to-high readiness for servitization, suggesting that the manufacturer can feasibly implement it in the near future. This is consistent with the exploratory aim of assessing organizational readiness prior to implementation. Limitations include single-case specificity, which restricts generalizability and calls for further validation in broader empirical settings.