Collaboration in smart services – the right way to go?

Abstract

Many current manufacturers provide not only tangible products to their customers, but also services which are accompanying their products. Moreover, manufacturers add smart services to their service offerings. Applying the change toward smart services is not easy, especially in SMEs where many of businesses struggle with lack of money, insufficient digital technologies or unskilled employees. The aim of the study mentioned in this paper explores current situation in SMEs and their attitudes related to collaboration with other subjects on their markets. To address the research objective, a qualitative multi-case study was conducted among seven Czech electrotechnical SMEs, which have already started with smart service development. The findings can indicate two approaches of collaboration based mostly on the owners’ enthusiasm for smart services, management’s age and the length of running their business. The study is unique in highlighting the problems of smart services in SMEs in the Czech Republic, where the industrial sector is still dominant in comparison to other European countries.