Journal of Business Research

, volume 123 , pages 642-656

Digital transformation and customer value creation in Made in Italy SMEs: A dynamic capabilities perspective

Biagio Merola ¹

Roberta Scarsi ²

Giorgia Profumo ²

Roberto Quaglia ³

Hide authors affiliations Show authors affiliations: 3 affiliations

Department of Economic and Business Sciences, G. Marconi University of Rome, Rome, Italy |

Department of Economics & Business Studies, University of Genoa, Genoa, Italy |

ESCP Europe Paris France |

Publication type: Journal Article

Publication date: 2021-02-01

Elsevier

Journal of Business Research

scimago Q1

wos Q1

SJR: 3.499

CiteScore: 25.3

Impact factor: 9.8

ISSN: 01482963, 18737978

DOI: 10.1016/j.jbusres.2020.10.033

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Abstract

• Digital transformation changes the consumer value creation and co-creation process. • Digital technologies support the competitiveness of family SMEs of Made in Italy. • Digital transformation utilizes dynamic capabilities to create value for consumers. • Sensing and learning capabilities are the pillars for digital transformation. This study examines the impact of digital transformation on customer value creation in the context of small and medium-sized firms (SMEs) operating in the Made in Italy sectors, with the aim of understanding how dynamic capabilities, as enabling mechanisms, may foster digital transformation. We use multi-case study research on the digital transformation of six Made in Italy SMEs, belonging to the food, fashion, and furniture design industries. The results show that, for the selected SMEs, digital instruments contribute to innovation of their business model, creating new distribution channels and new ways to create and deliver value to customer segments. The results highlight the relevance of sensing and learning capabilities as triggers of digital transformation. In addition to the theoretical contribution to the existing literature on digital transformation and organizational capability, this study provides some managerial implications for digital transformation in SMEs operating in the Made in Italy sectors.

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Leong Choy

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PhD in Economics, senior lecturer

3 publications, 78 citations

h-index: 3

University Putra Malaysia

Research interests

Music Business

1 citation

Barbosa Belem

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Al-Rahmi Dr. Waleed Mugahed

133 publications, 4 870 citations, 38 reviews

h-index: 41

University of Technology, Malaysia

King Saud University

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GOST |

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GOST Copy

Matarazzo M. et al. Digital transformation and customer value creation in Made in Italy SMEs: A dynamic capabilities perspective // Journal of Business Research. 2021. Vol. 123. pp. 642-656.

GOST all authors (up to 50) Copy

Merola B., Scarsi R., Profumo G., Quaglia R. Digital transformation and customer value creation in Made in Italy SMEs: A dynamic capabilities perspective // Journal of Business Research. 2021. Vol. 123. pp. 642-656.

RIS |

Cite this

RIS Copy

TY - JOUR

DO - 10.1016/j.jbusres.2020.10.033

UR - https://doi.org/10.1016/j.jbusres.2020.10.033

TI - Digital transformation and customer value creation in Made in Italy SMEs: A dynamic capabilities perspective

T2 - Journal of Business Research

AU - Merola, Biagio

AU - Scarsi, Roberta

AU - Profumo, Giorgia

AU - Quaglia, Roberto

PY - 2021

DA - 2021/02/01

PB - Elsevier

SP - 642-656

VL - 123

SN - 0148-2963

SN - 1873-7978

ER -

BibTex

Cite this

BibTex (up to 50 authors) Copy

@article{2021_Matarazzo,

author = {Biagio Merola and Roberta Scarsi and Giorgia Profumo and Roberto Quaglia},

title = {Digital transformation and customer value creation in Made in Italy SMEs: A dynamic capabilities perspective},

journal = {Journal of Business Research},

year = {2021},

volume = {123},

publisher = {Elsevier},

month = {feb},

url = {https://doi.org/10.1016/j.jbusres.2020.10.033},

pages = {642--656},

doi = {10.1016/j.jbusres.2020.10.033}

}

Publisher

Elsevier

Journal

Journal of Business Research

scimago Q1

wos Q1

SJR

3.499

CiteScore

25.3

Impact factor

9.8

ISSN

01482963 (Print)

18737978