Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Faculty Publications Article Faculty Publications -Articles Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Creator An entity primarily responsible for making the resource Triveshika, S.S.; Srivastava, Shefali; Dwivedi, Ashish; Shardeo, Vipulesh; Dubey, Suchi Title A name given to the resource Modelling the Path from Servitization Enablers to Customer Centricity in the Automotive Industry: An fsQCA and ANN Analysis Date A point or period of time associated with an event in the lifecycle of the resource 01-01-2026 Source A related resource from which the described resource is derived Global Business Review; Identifier An unambiguous reference to the resource within a given context <a href="https://doi.org/10.1177/09721509261423472" target="_blank" rel="noreferrer noopener">https://doi.org/10.1177/09721509261423472</a> <br /><br /><a href="https://www.scopus.com/pages/publications/105032446776?origin=resultslist" target="_blank" rel="noreferrer noopener">https://www.scopus.com/pages/publications/105032446776?origin=resultslist</a> Coverage The spatial or temporal topic of the resource, the spatial applicability of the resource, or the jurisdiction under which the resource is relevant Triveshika S.S., Christ University, Karnataka, Bengaluru, India; Srivastava S., Christ University, Karnataka, Bengaluru, India; Dwivedi A., Jindal Global Business School, O. P Jindal Global University, Haryana, Sonipat, India, 3School of Business Administration, American University of Sharjah, University City, Sharjah, United Arab Emirates; Shardeo V., FORE School of Management, Delhi, New Delhi, India; Dubey S., Symbiosis International University, Dubai, United Arab Emirates, Symbiosis International (Deemed) University, Pune, India Description An account of the resource The current study utilizes the major servitization enablers, including value co-creation, service customization, technology integration and network orchestration, as the core factors influencing customer centricity in the Indian automotive service industry. As the industry has shifted to service-oriented value creation, it is necessary to assess those relationships through the lens of the automotive service providers. This study is grounded in the service-dominant logic (SDL), dynamic capabilities (DC) theory and product-service systems (PSS) approach and investigates the data obtained from 179 Indian automotive service providers. Fuzzy-set qualitative comparative analysis (fsQCA) reveals multiple equifinal configurations that lead to high customer centricity, demonstrating that no single enabler is appropriate. These findings are further substantiated by artificial neural network (ANN) analysis, which reveals that value co-creation plays a vital role in service performance and is the most important enabler of customer centricity (normalized importance = 100%). This dual methodological approach strengthens the results. The research presented feasible observations to automotive service providers, emphasizing the significance of value co-creation, enhancement of co-creation and the creation of flexible service systems that enable customer-oriented decision-making. 2026 IMI Subject The topic of the resource Artificial neural networks; automotive service providers; customer centricity; fuzzy-set qualitative comparative analysis; servitization Publisher An entity responsible for making the resource available Sage Publications India Pvt. Ltd Relation A related resource ISSN: 9721509; Language A language of the resource English Type The nature or genre of the resource Article Rights Information about rights held in and over the resource Restricted Access; Hardcopy may be available in the library Format The file format, physical medium, or dimensions of the resource online