ABSTRACT
Chapter one provides a colorful vignette and general introduction to the book’s core messages: the delivery of products and services has changed significantly during the last decades due to advances in information technology. Behind all this lies a great organizational challenge, both from an external perspective concerning the on-going relationship with customers, and from an internal perspective when it comes to changing organizational strategies, structures, processes, and people. It is precisely these external and internal change challenges that is the focus of the book. This introductory chapter also states that digitalization is a transformational term that refers to the individual, social, organizational, and societal implications that come out of the diffusion and adoption of new information technology. Moreover, the chapter introduces the structure and disposition of the book.
