Proposal of a Conceptual Model on the Relation Between Digital Transformation and Service Innovation

Abstract

Digital transformation and service innovation are two contemporary themes and extremely relevant to the organizational and economic context. The objective of this study is to analyze and structure the relationship between the two themes bringing an update of academic publications that address this relation. For doing so, a systematic literature review was conducted based on the databases Scopus and World of Science in August 2022. The resultant articles were the base for the corpus of this investigation through an inductive process (as there were no pre-defined categories). Through a triangulation process among the different articles, 10 (ten) different categories that related digital transformation and service innovation emerged. The main concepts of the articles were organized in each of these 10 categories. Later, these 10 categories were divided in three dimensions: factors that influence digital transformation, factors that influence the relationship between digital transformation and service innovation and results of innovation. Finally, a theoretical and schematic model was proposed organizing the dimensions, categories and main concepts that emerged from the literature. This study may contribute for the understanding of the relationship between both phenomena both for academic and professional purposes.