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Digital transformation of value creation processes in traditional industries: case study of Polish health resort enterprises

Kozarkiewicz Alina, Kabalska Agnieszka

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2020

z. 149

339--349

Purpose: The main aim is to analyse the influence of DT on traditional industries, here: health resort enterprises in Poland. They are mostly based on tangible resources and customers of deficient digital competences. The research leads to the identification of the scope and the trends in the DT of this particular sector. Design/methodology/approach: The research combined two approaches – the first was based on quantitative research and questionnaire as a data collecting method, and the second was based on netographic research and generic content analysis. Findings: In terms of DT, the enterprises use various strategies, they use digital resources, attempt to acquire customer’s recommendations, as well as try to establish customer-centric innovations through involving customers in co-creation processes. Research limitations/implications: The research implication for management studies is the recognition and presentation of the heterogeneity of approaches towards DT of the firms functioning in a traditional, tangible-resources-based sector. The role of digital solutions in value creation processes in such a peculiar sector was delineated. The major limitation was the small sample size and restrained generalization in conducted content analysis. Practical implications: The practical implication from a managerial perspective is to provide the basis for evaluation of prospects related to the adopted approach to the usage of different e-platforms in creating value and developing and sustaining relationships with customers. Originality/value: The article responds to the challenges related to DT and its timeliness. The paper’s value results from its topicality. It could serve as an inspiration for both science (the role of DT in value creation) and practice (sector’s evolution towards digital communication channels).