Digital transformation trends in service industries

Abstract

This study examines the evolution of digital transformation (DT) in the service industry through real-world application cases and articles published in journals that are related to DT. This research collected 2,897,024 papers published in Scopus journals from 1991 to March 4, 2022. From this population of papers, 2,683 were reclassified and finally, 1831 were chosen for examination. Among these papers, 437 DT-related articles that focused on service fields were analyzed through word cloud analysis of keywords. This paper delineated evolutionary processes of DT in service sectors by reviewing and comparing both the commonalities and differences between the practice (actual cases) and research (published journal articles) of DT. In addition, this research explored the key contributors of DT in the three stages of DT evolution in the service sector. The results of this study provide theoretical and practical implications that offer strategic insights for planning and implementing DT in the service industry.

Key concepts in artificial intelligence and technologies 4.0 in services

“…For instance, AI capabilities exceed human skills in many mechanical and analytical tasks such as robo-advisory services analyzing investment parameters (Flavián et al 2022 ). In this Special Issue, the article by Chin et al ( 2023 ) analyzes previous studies about the digital transformation carried out by service business that involves the Internet and recent Technologies 4.0. From a complementary approach and focused on environmental issues, Pandya and Kumar ( 2023 ), identify the 4.0 Technologies that will have the greatest impact on sustainability.…”

Guest editorial: The 24th excellence in services international conference – EISIC conference

“…Nevertheless, quality management scholars have pointed out how service companies do not have specific quality-based strategies or models to deal with the digital transition (Carvalho et al ., 2020; Chin et al ., 2023); thus, there is a lack of concentration on quality management and quality practices of digital-based companies. Indeed, the potential of service quality linked to digital transformation is still little investigated (Kobus et al ., 2018; Brunetti et al ., 2020).…”

Development of a citizen participation public service innovation model based on smart governance

“…Innovation is generally divided into progressive and radical innovation depending on speed, and digital transformation emphasizes the occurrence of rapid changes. In addition, digital transformation does not change company environments using information technologies (Chin et al 2023 ). However, it refers to changes in paradigms applied to all fields, from product development to production and marketing.…”

“…However, it refers to changes in paradigms applied to all fields, from product development to production and marketing. Platform companies, such as Google, Microsoft, Amazon, and Alibaba, provide customized services to consumers by building and operating intelligent technology-based platforms (Rha and Lee 2022 ; Chin et al 2023 ).…”