Leveraging dynamic capabilities in the creation of virtual servicecape in China

This thesis contributes to the under-researched phenomenon of digital transformation in the creation of virtual servicescape with a Service Dominant Logic. By investigating the virtual firm's transformation processes in China, the research sheds light on how competitive advantage is sustained in deep uncertainty environment. This research examines how firms close capability gaps and how dynamic capabilities are being leveraged to achieve organisational agility in the creation of virtual servicescape. The research highlights a set of specific dynamic capabilities and resources that help to guide organisations through deep uncertainty. The findings of the study have important contributions and can offer a point of departure for future scholars investigating the development of dynamic capabilities in rapidly changing environments.