A hybrid DEMATEL–Fuzzy AHP–MARCOS framework for evaluating digital servitization strategies in supply chains

Abstract The increasing complexity of digital supply chains has heightened the need for organized decision-support systems. These approaches are crucial for evaluating digital servitization efforts, especially considering interdependencies and uncertainties. While the body of literature on digital servitization is growing, existing research mostly provides descriptive assessments. It is mostly lacking formal operational research frameworks that might enhance strategic decision-making processes. This study presents a hybrid multi-criteria decision-making (MCDM) framework that integrates DEMATEL, the Fuzzy Analytic Hierarchy Process (Fuzzy AHP), and MARCOS to evaluate digital servitization strategies across three essential performance dimensions: resilience, agility, and sustainability. The methodological framework combines bibliometric and thematic analysis to define and structure evaluation criteria, which are subsequently examined through a three-stage modeling process that clarifies causal relationships, assesses criteria weighting under uncertainty, and establishes a compromise-based ranking of alternatives. The findings indicate a hierarchical framework of supply chain competences, whereby resilience-oriented elements, particularly supply chain visibility and disruption recovery capability, are identified as significant determinants of agility and sustainability outcomes. The analyzed methodology indicated that predictive maintenance services and platform-based ecosystems surpassed other approaches. This discovery underscores the need to use service models that are both data-driven and proactive. This study enhances the operations research literature by establishing a thorough decision-support framework. This approach integrates interdependencies, unpredictability, and multi-dimensional performance evaluation into digitally servitized supply chains. The proposed technique integrates bibliometric analysis with quantitative modeling, providing both theoretical and practical advantages for guiding strategic decision-making in complex operational environments.