Incorporating Service Design for Industry 4.0: A Scientometric Review for Green and Digital Transformation Driven by Service Design

Abstract

Borne the potentials on optimizing organizational resources and service delivery process to improving the overall customer experience, service design has become an important means of digital transformation by promoting consumption upgrading and business model transformation. Along with digital technology, the main driver of industry 4.0, service design can be able to affect every aspect of the product life cycle, so that the production, delivery, consumption, and investment can be more sustainable. Therefore, how can we advance service design for system change bears great potential for addressing complex issues towards green and digital transformation. However, a comprehensive review of the intersections of related works of literature is missing. The purpose of this study is to provide a systematic review of the core literature and identify future research directions and challenges so that organizations can better utilize service design for green and digital transformation. Based on 549 articles retrieved from the Web of Science database, this research examined the main journals, emerging disciplines, and top author keywords, summarizing the major work surrounding the relationship between digital transformation and service design. The research found that researches on the intersection of service design and digital transformation have been undertaken mainly in three disciplines: industrial engineering, business and management science, environmental studies and green technology. Also, service design and Product-Service System can help organizations navigate the required transformation processes. The paper also suggests the need to further explore the intersection of service design and related research fronts of data-driven, SMEs, and future studies, with specific questions raised.

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