Revisiting the Strategies in Service in a Digitally Transformed World
Keywords:
strategies, service, digital transformation, innovation, technology, internet of things
Abstract
Emerging "cyber-physical systems" were dubbed the Fourth Industrial Revolution by the World Economic Forum. Since then, DT has been swiftly adopted by a wide variety of businesses, governmental agencies, and philanthropic organisations. In particular, the use of cutting-edge technologies like AI, IoT, VR/AR, cloud computing, big data analytics, and the like has improved the customer experience for digitally transformed services. For instance, with the help of the Internet of Things and blockchain technology, service providers have increased customer satisfaction and made their business operations very transparent. As a result of DT, not only has the service sector been revolutionised, but so too have customers. First, it may serve as a foundation of facts from which to draw conclusions about how DT might improve competitiveness in various service industries. It may be utilised as a foundation for future research into enhancing user engagement through digital platforms and app services, and for broadening the range of DT-based services. Second, this research may serve as a significant resource for addressing the challenge of bolstering organisational competitiveness by integrating DT in service sectors where legal assessments are necessary, such as healthcare and legal services. Third, the results of this research might be a helpful source of information managers considers DT that is consistent with the features of the company, since DT is a key strategic aim of practically every organisation.
References
Agarwal, R., Guodong, G., DesRoches, C., & Jha, A. (2010). The digital transformation of healthcare: current status and the road ahead. Information System Research, 21(4), 796–809.
António, N., & Rita, P. (2021). COVID-19: The catalyst for digital transformation in the hospitality industry?. Tourism & Management Studies, 17(2), 41-46.
Boustany F (2021) Analysis: break down barriers to legal tech usage with training. Bloomberg Law.
Bray, J., Kanakaratne, M. D. S., Dragouni, M., & Douglas, J. (2021). Thinking inside the box: An empirical exploration of subscription retailing. Journal of Retailing and Consumer Services, 58, 102333. https://doi.org/10.1016/j.jretconser.2020.102333.
Brunetti, F., Matt, D. T., Bonfanti, A., De Longhi, A., Pedrini, G., & Orzes, G. (2020). Digital transformation challenges: strategies emerging from a multi-stakeholder approach. The TQM Journal, 32(4), 697-724.
Chehri A, Jeon G (2019) The industrial internet of things: examining how the IIoT will improve the predictive maintenance. In Chen YW, Zimmermann A, Howlett RJ, Jain LC (Eds), Innovation in medicine and healthcare systems, and multimedia (pp 517–527). Springer, Singapore.
Chin, H., & Lee, D. (2022). A study on digital transformation competitive strategy of accommodation reservation service industry: a case study. Journal of the Korea Industrial Information Systems Research, 27(1), 93-109. https://doi.org/10.9723/JKSIIS.2022.27.1.093.
Coreynen, W., Matthyssens, P., Vanderstraeten, J., & van Witteloostuijn, A. (2020). Unravelling the internal and external drivers of digital servitization: A dynamic capabilities and contingency perspective on firm strategy. Industrial Marketing Management, 89, 265-277. https://doi.org/10.1016/j.indmarman.2020.02.014.
Endres, H., Huesig, S., & Pesch, R. (2022). Digital innovation management for entrepreneurial ecosystems: services and functionalities as drivers of innovation management software adoption. Review of Managerial Science, 16(1), 135-156. https://doi.org/10.1007/s11846-021-00441-4.
Federal Deposit Insurance Corporation (FDIC) (2021) Laws & regulations: Important banking laws. FDIC.
Flood, D., West, T., & Wheadon, D. (2013). Trends in Mobile Payments in Developing and Advanced Economies| Bulletin–March 2013.
Frank, A. G., Dalenogare, L. S., & Ayala, N. F. (2019). Industry 4.0 technologies: Implementation patterns in manufacturing companies. International Journal of Production Economics, 210, 15-26. https://doi.org/10.1016/j.ijpe.2019.01.004.
Gebauer, H., Paiola, M., Saccani, N., & Rapaccini, M. (2021). Digital servitization: Crossing the perspectives of digitization and servitization. Industrial Marketing Management, 93, 382-388. https://doi.org/10.1016/j.indmarman.2020.05.011.
Gobble, M. M. (2018). Digitalization, digitization, and innovation. Research-Technology Management, 61(4), 56-59. https://doi.org/10.1080/08956308.2018.1471280.
Heilig L, Schwarze S, Voß S (2017) An analysis of digital transformation in the history and future of modern ports. Proceedings of the 50th Hawaii international conference on system science (pp. 1341–1350). HICSS, Hawaii.
Heimerl F, Lohmann S, Lange S, Ertl T (2014) Word cloud explorer: Text analytics based on word clouds. Proceedings of the 47th Hawaii international conference on system sciences. HICSS, Hawaii, pp 1833–1842.
Hokkanen, H., Walker, C., & Donnelly, A. (2021). Business model opportunities in brick and mortar retailing through digitalization. J Bus Model, 8(3), 33–61. https://doi.org/10.5278/JBM.V8I3.5803.
Kamalaldin, A., Linde, L., Sjödin, D., & Parida, V. (2020). Transforming provider-customer relationships in digital servitization: A relational view on digitalization. Industrial Marketing Management, 89, 306-325. https://doi.org/10.1016/j.indmarman.2020.02.004.
Kapadia, S., & Madhav, V. V. (2020). The impact of digitization on banking and financial services industry in India. The IUP Journal of Bank Management, 19(2), 24-31.
Kimberling, E. (2020). Digital technology and people in digital transformation. Third Stage Consulting Group, USA.
Kohtamäki, M., Rabetino, R., Einola, S., Parida, V., & Patel, P. (2021). Unfolding the digital servitization path from products to product-service-software systems: Practicing change through intentional narratives. Journal of Business Research, 137, 379-392. https://doi.org/10.1016/j.jbusres.2021.08.027.
Korea National Statistical Ofce. (2021). according to UN, International Standard Industrial Classifcation (ISIC), 2,3,4th revised in line with changes in Korean domestic industrial structure and technology (1968, 1989, 2007). https://kssc.kostat.go.kr:8443/ksscNew_web/index.jsp#.
Kraus, S., Schiavone, F., Pluzhnikova, A., & Invernizzi, A. C. (2021). Digital transformation in healthcare: Analyzing the current state-of-research. Journal of Business Research, 123, 557-567. https://doi.org/10.1016/j.jbusres.2020.10.030.
Kretschmer, T., & Khashabi, P. (2020). Digital transformation and organization design: An integrated approach. California Management Review, 62(4), 86-104. https://doi.org/10.1177/0008125620940296.
Kulesz, O. (2011). Digital publishing in developing countries. International Alliance of Independent Publishers, Paris.
Lee, H., & Lee, S. (2020). Creative industry digital transformation case study: Market reorganization strategy and platform. Journal of Digital Convergence, 18(7), 177-188. https://doi.org/10.14400/JDC.2020.18.7.177.
Lee, S. M., & Lee, D. (2020). Healthcare wearable devices: an analysis of key factors for continuous use intention. Service Business, 14(4), 503-531. https://doi.org/10.1007/s11628-020-00428-3.
Lee, S. M., & Lee, D. (2020). “Untact”: a new customer service strategy in the digital age. Service Business, 14(1), 1-22. https://doi.org/10.1007/s11628-019-00408-2.
Lee, S. M., & Lee, D. (2021). Opportunities and challenges for contactless healthcare services in the post-COVID-19 Era. Technological Forecasting and Social Change, 167, 120712. https://doi.org/10.1016/j.techfore.2021.120712.
Lee, S. M., & Lim, S. (2016). Meta innovation. The Korea Economic Daily (Hankyung BP). Seoul.
Lee, S. M., & Lim, S. (2018). Innovation ecosystems. In Living Innovation: From Value Creation to the Greater Good (pp. 87-103). Emerald Publishing Limited.
Lee, S., & Olson, D. (2010). Convergenomics: strategic innovation in the convergence era. Routledge, New York.
Li, J., Huang, X., Wu, C., Yang, Y., Zhang, D., Bai, X., Li, F., Sun, Y., & Yat-sen, S. (2020). How can blockchain shape digital transformation: a scientometric analysis and review for fnancial services. Management science informatization and economic innovation development conference (pp. 264–267). MSIEID, Guangzhou.
António, N., & Rita, P. (2021). COVID-19: The catalyst for digital transformation in the hospitality industry?. Tourism & Management Studies, 17(2), 41-46.
Boustany F (2021) Analysis: break down barriers to legal tech usage with training. Bloomberg Law.
Bray, J., Kanakaratne, M. D. S., Dragouni, M., & Douglas, J. (2021). Thinking inside the box: An empirical exploration of subscription retailing. Journal of Retailing and Consumer Services, 58, 102333. https://doi.org/10.1016/j.jretconser.2020.102333.
Brunetti, F., Matt, D. T., Bonfanti, A., De Longhi, A., Pedrini, G., & Orzes, G. (2020). Digital transformation challenges: strategies emerging from a multi-stakeholder approach. The TQM Journal, 32(4), 697-724.
Chehri A, Jeon G (2019) The industrial internet of things: examining how the IIoT will improve the predictive maintenance. In Chen YW, Zimmermann A, Howlett RJ, Jain LC (Eds), Innovation in medicine and healthcare systems, and multimedia (pp 517–527). Springer, Singapore.
Chin, H., & Lee, D. (2022). A study on digital transformation competitive strategy of accommodation reservation service industry: a case study. Journal of the Korea Industrial Information Systems Research, 27(1), 93-109. https://doi.org/10.9723/JKSIIS.2022.27.1.093.
Coreynen, W., Matthyssens, P., Vanderstraeten, J., & van Witteloostuijn, A. (2020). Unravelling the internal and external drivers of digital servitization: A dynamic capabilities and contingency perspective on firm strategy. Industrial Marketing Management, 89, 265-277. https://doi.org/10.1016/j.indmarman.2020.02.014.
Endres, H., Huesig, S., & Pesch, R. (2022). Digital innovation management for entrepreneurial ecosystems: services and functionalities as drivers of innovation management software adoption. Review of Managerial Science, 16(1), 135-156. https://doi.org/10.1007/s11846-021-00441-4.
Federal Deposit Insurance Corporation (FDIC) (2021) Laws & regulations: Important banking laws. FDIC.
Flood, D., West, T., & Wheadon, D. (2013). Trends in Mobile Payments in Developing and Advanced Economies| Bulletin–March 2013.
Frank, A. G., Dalenogare, L. S., & Ayala, N. F. (2019). Industry 4.0 technologies: Implementation patterns in manufacturing companies. International Journal of Production Economics, 210, 15-26. https://doi.org/10.1016/j.ijpe.2019.01.004.
Gebauer, H., Paiola, M., Saccani, N., & Rapaccini, M. (2021). Digital servitization: Crossing the perspectives of digitization and servitization. Industrial Marketing Management, 93, 382-388. https://doi.org/10.1016/j.indmarman.2020.05.011.
Gobble, M. M. (2018). Digitalization, digitization, and innovation. Research-Technology Management, 61(4), 56-59. https://doi.org/10.1080/08956308.2018.1471280.
Heilig L, Schwarze S, Voß S (2017) An analysis of digital transformation in the history and future of modern ports. Proceedings of the 50th Hawaii international conference on system science (pp. 1341–1350). HICSS, Hawaii.
Heimerl F, Lohmann S, Lange S, Ertl T (2014) Word cloud explorer: Text analytics based on word clouds. Proceedings of the 47th Hawaii international conference on system sciences. HICSS, Hawaii, pp 1833–1842.
Hokkanen, H., Walker, C., & Donnelly, A. (2021). Business model opportunities in brick and mortar retailing through digitalization. J Bus Model, 8(3), 33–61. https://doi.org/10.5278/JBM.V8I3.5803.
Kamalaldin, A., Linde, L., Sjödin, D., & Parida, V. (2020). Transforming provider-customer relationships in digital servitization: A relational view on digitalization. Industrial Marketing Management, 89, 306-325. https://doi.org/10.1016/j.indmarman.2020.02.004.
Kapadia, S., & Madhav, V. V. (2020). The impact of digitization on banking and financial services industry in India. The IUP Journal of Bank Management, 19(2), 24-31.
Kimberling, E. (2020). Digital technology and people in digital transformation. Third Stage Consulting Group, USA.
Kohtamäki, M., Rabetino, R., Einola, S., Parida, V., & Patel, P. (2021). Unfolding the digital servitization path from products to product-service-software systems: Practicing change through intentional narratives. Journal of Business Research, 137, 379-392. https://doi.org/10.1016/j.jbusres.2021.08.027.
Korea National Statistical Ofce. (2021).
Kraus, S., Schiavone, F., Pluzhnikova, A., & Invernizzi, A. C. (2021). Digital transformation in healthcare: Analyzing the current state-of-research. Journal of Business Research, 123, 557-567. https://doi.org/10.1016/j.jbusres.2020.10.030.
Kretschmer, T., & Khashabi, P. (2020). Digital transformation and organization design: An integrated approach. California Management Review, 62(4), 86-104. https://doi.org/10.1177/0008125620940296.
Kulesz, O. (2011). Digital publishing in developing countries. International Alliance of Independent Publishers, Paris.
Lee, H., & Lee, S. (2020). Creative industry digital transformation case study: Market reorganization strategy and platform. Journal of Digital Convergence, 18(7), 177-188. https://doi.org/10.14400/JDC.2020.18.7.177.
Lee, S. M., & Lee, D. (2020). Healthcare wearable devices: an analysis of key factors for continuous use intention. Service Business, 14(4), 503-531. https://doi.org/10.1007/s11628-020-00428-3.
Lee, S. M., & Lee, D. (2020). “Untact”: a new customer service strategy in the digital age. Service Business, 14(1), 1-22. https://doi.org/10.1007/s11628-019-00408-2.
Lee, S. M., & Lee, D. (2021). Opportunities and challenges for contactless healthcare services in the post-COVID-19 Era. Technological Forecasting and Social Change, 167, 120712. https://doi.org/10.1016/j.techfore.2021.120712.
Lee, S. M., & Lim, S. (2016). Meta innovation. The Korea Economic Daily (Hankyung BP). Seoul.
Lee, S. M., & Lim, S. (2018). Innovation ecosystems. In Living Innovation: From Value Creation to the Greater Good (pp. 87-103). Emerald Publishing Limited.
Lee, S., & Olson, D. (2010). Convergenomics: strategic innovation in the convergence era. Routledge, New York.
Li, J., Huang, X., Wu, C., Yang, Y., Zhang, D., Bai, X., Li, F., Sun, Y., & Yat-sen, S. (2020). How can blockchain shape digital transformation: a scientometric analysis and review for fnancial services. Management science informatization and economic innovation development conference (pp. 264–267). MSIEID, Guangzhou.
How to Cite
Boulof, A. (2023). Revisiting the Strategies in Service in a Digitally Transformed World. International Journal of Applied Service Marketing Perspectives, 12(1), 11-24. Retrieved from https://asmp.gfer.org/index.php/asmp/article/view/60
Section
Articles
