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The origins of digital service innovation (DSI): systematic review of ontology and future research agenda

Josip Marić (Department of Supply Chains and Digital Management, Métis Lab, EM Normandie Business School, Paris-Clichy, France)
Mirjana Pejić Bach (Department for Information Sciences, Faculty of Economics and Business, University of Zagreb, Zagreb, Croatia)
Shivam Gupta (Department of Information Systems, Supply Chain Management and Decision Support, NEOMA Business School, Reims, France)

Journal of Service Management

ISSN: 1757-5818

Article publication date: 29 February 2024

Issue publication date: 11 March 2024




The purpose of this study is to disclose ontology of DSI as a novel concept in servitization community, explore the research context and themes (i.e. technological and industrial sectors) where DSI emerges, unveil methodological complexities of the research on digital servitization and DSI and provide guidelines for future research avenues regarding DSI.


Bearing in mind the relative novelty of DSI as a concept in servitization literature, the authors adopted a systematic literature review approach to identify 111 peer-reviewed articles published in English language and available in business and management disciplines via scholar databases (Scopus). The analysis of literature discloses descriptive and thematic insights regarding digital servitization and DSI.


The study provides valuable insights from the descriptive and thematic analyses where classification of articles per publication year, citations, methodology/type of the paper, geographical location of data collection, as well as industrial sector and technological contexts are discussed. Moreover, the unique value of this study is observed through its specific focus on the characteristics of DSI-related literature.


The study is among the first of its kind to provide extensive descriptive and thematic insights on the available literature dealing with digital servitization and DSI, mapping out prior research across a wide spectrum of publication outlets and illustrating the chronological evolution of research on digital servitization and DSI.



The authors wish to express their gratitude to Madame Gabriela Bosančić on her support in final development of this manuscript.


Marić, J., Pejić Bach, M. and Gupta, S. (2024), "The origins of digital service innovation (DSI): systematic review of ontology and future research agenda", Journal of Service Management, Vol. 35 No. 2, pp. 141-175.



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