Marketing

Service (business)

Qualitative comparative analysis

Set (abstract data type)

Computer science

Business

Process management

Fuzzy logic

Value (mathematics)

Artificial intelligence

Industrial organization

Programming language

Knowledge management

Machine learning

Journal of Business Research

Although digitalization is a reality for companies and contributes to value creation, few studies have examined its impact on business performance in the service sector. The aim of this paper is to analyze how the digitalization of knowledge-intensive business services (KIBS) contributes to their performance. The analysis centers on their use of information systems, as well as the contingent factors of the manager’s age and gender and company size. This study explores how these factors contribute to the performance of KIBS, with performance here measured in terms of future financial performance. The analysis was conducted using fuzzy-set qualitative comparative analysis (fsQCA). The study shows that updating social networks, using social networks for corporate purposes, having a high level of training in digital tools, and having older managers can enhance company performance.

The effect of digitalization on business performance: An applied study of KIBS