MECHANISMS OF THE IMPACT OF DIGITALIZATION FACTORS ALONG THE SERVICES VALUE CHAIN AND THE ECONOMIC ESSENCE OF THE PLATFORMIZATION AND DATA-DRIVEN MANAGEMENT MODEL
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This article examines the mechanisms through which digitalization factors affect the service value chain (demand formation → service design → delivery → after-sales support) and clarifies the economic meaning of platformization and data-driven management. Using a conceptual-systems perspective, the study integrates service-dominant logic, the resource-based view, dynamic capabilities, transaction cost economics, and network effects theory. The paper explains how digital infrastructure, human capital, institutions, data governance, and platform capabilities reshape productivity, quality, personalization, innovation speed, and go-to-market costs across each stage of the service value chain. The Results section provides (i) an impact matrix linking digitalization factors to value chain stages, (ii) a profitability logic of platforms, and (iii) a KPI system for data-driven management—presented as tables—along with conceptual diagrams of the digital service transformation model and the platform ecosystem. The conclusion offers practical guidance for measuring and governing digital transformation in services and outlines future research directions. (Note: page numbers may vary by edition/format.)
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