Abstract

As cyber threats continue to escalate, cybersecurity products have evolved to improve protection. However, this evolution often results in solutions that heavily burden system performance. To address this issue, cybersecurity companies are transitioning toward digital servitization, shifting from product-oriented to service-oriented. While these companies recognize the importance of digital servitization for their transformation, it involves more than just reconfiguring offerings; organizations must also adapt to the constraints and dynamics of existing environments. Most existing studies have concentrated on manufacturing industries in relatively stable contexts, leaving questions unanswered about how digital servitization develops in environments characterized by institutional pressure and technological turbulence. This study aims to explore how cybersecurity companies achieve organizational orchestration in digital servitization, using a qualitative case study approach focused on Trend Micro Taiwan, a global leader in cybersecurity. By examining Trend Micro Taiwan’s transformation journey, this study enhances the enactment theory by integrating the clan control perspective.

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