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Recent research has recognised the importance of supply chains and ecosystems as key drivers of successful servitization strategies, especially in the context of inter-organisational relations (IOR). The body of knowledge has, however, become increasingly fragmented and diverse due to different disciplinary roots of both servitization and IOR research. The purpose of this paper is to take stock of current knowledge and to generate a set of future research directions for servitization-related supply chain and ecosystem research.

A systematic review methodology was applied. A thematic analysis was conducted on a sample of 34 papers in the period 2010–2021 to identify the key themes within the servitization-related supply chain and ecosystem literature.

The review revealed a limited, but expanding, knowledge base for servitization-related supply chain and ecosystem research. The findings provide insight into current trends across four thematic areas: theoretical orientation, methodological approaches, research context and research content. Within these themes, it was found that four main areas of research content have been studied (supplier relationships, risk perception and uncertainty, capability development and resource integration), with most research adopting case-based methodologies within three main industrial contexts: manufacturing, industrial and software. Finally, a broad range of theoretical orientations have led to an increasingly fragmented and diverse literature base.

This study is the first to review servitization-related supply chains and ecosystems. It contributes insights through an IOR lens to categorise and organise a core set of themes and concepts for servitization-related supply chain and ecosystems research. It identifies research gaps within the extant literature and presents a set of future research directions.

Predicting effects of artificial intelligence on service occupations can be supported by a long historical perspective. Historical databases and archaeology help reconstructing the service sector in ancient societies. Here, the purpose of this paper is to analyse occupational specialization within services in cities of ancient Greece and the Roman Empire, as well as how the service sector is reflected in architectural remains, to identify differences and similarities with today’s Europe.

Occupational titles are traced in epigraphical and literary sources, sorted according to ISCO-08. Secondary sources are used for the architectural evidence of service activities, as well as for the role of contests and entertainment in antiquity.

Compared to current European service employment, professionals were fewer in classical Athens and imperial Rome, which had a greater proportion of specialized salespersons. There were few office buildings and no civic hospitals, but heavy investment in facilities for entertainment and well-being. Quality assessments for goods were little developed; contests for cultural and sports activities assessed entertainment service quality.

This study covers two periods in classical antiquity and is restricted to Mediterranean cultures, although findings may help understanding the service sector in poor countries with informal employment.

While particular services provided in ancient cities have been studied, there has been no broad comparative overview of their service occupations. Services in earlier societies with primitive information and communication technologies can provide clues for current developments.

Digitalization and supply chain collaboration are central to the successful servitization of manufacturing firms. However, how digitalization interacts with supply chain structure to affect servitization decisions in manufacturing firms has been understudied. In this study, we bridge resource dependence theory (RDT) and information processing theory (IPT) to examine how supply chain concentration interacts with digitalization to affect servitization decisions in manufacturing firms.

We tested the hypotheses using a panel dataset of 1,261 publicly listed machinery manufacturing firms in China. We addressed the endogeneity concerns using the control function approach and conducted multiple tests to ensure the robustness of the results.

We find that both supplier and customer concentration are negatively related to servitization, indicating that concentrated supplier and customer bases are hindrances to manufacturing servitization. Digitalization weakens the negative impact of customer concentration on servitization, but it strengthens the negative impact of supplier concentration on servitization.

The findings extend our understanding of supply chain structure and digitalization as determinants of servitization. This research also offers a nuanced view of how digitalization mitigates the negative impacts of supply chain concentration.

Despite servitization being widely regarded as an essential catalyst to improve manufacturing firms' survival and competitiveness, how to attain servitization remains debatable. The primary objective of this research is to explore whether or not, how, and when the dynamic capabilities affect servitization in the digital economy background. This research investigates the relationships between servitization and dynamic capabilities by incorporating firm ownership, firm lifecycle stage, digital economy level and environmental uncertainty as contingency factors in the research framework.

This research develops and verifies a conceptual framework for manufacturing servitization by employing the fuzzy-set qualitative comparative analysis (fsQCA) in analyzing the secondary longitudinal data from 148 China-listed manufacturing firms involved in servitization from 2015 to 2020.

The analytical results of fsQCA identify several configurational solutions for the success of manufacturing servitization. Each factor can be an enabler for servitization success despite none of the factors discovered as an absolute condition. Manufacturing servitization success within the digital economy depends on the interactions between dynamic capabilities and contingency factors such as digital economy level, environmental uncertainty, firm ownership, and lifecycle stage.

All of the construct's measurements in this research adopt secondary data, and further investigation calls for primary data (e.g. survey) for higher validity.

This research extends the current view of servitization by proposing an integrative conceptual framework, allowing manufacturing servitization to be examined more pertinently and comprehensively. Second, the research is an initial attempt that adopts fsQCA in servitization studies. The study sheds light on the mechanisms of attaining servitization by revealing the importance of dynamic capabilities and their interactions with the contingency factors. Third, the research extends the application scopes of dynamic capability theory, firm lifecycle theory, contingency theory, and institutional theory. Fourth, the research findings enrich the understanding of servitization in the digital economy and give business practitioners insights on leveraging dynamic capabilities in different conditions to attain successful servitization under the current circumstances.

This study aims to examine the determinants of consumer behavioral intention to use the restaurant, concert and education services online during and after the COVID-19 pandemic.

A conceptual model based on the Unified Theory of Acceptance and Use of Technology (UTAUT) was tested via structural equation modeling by using data collected from a sample of 420 Brazilian consumers.

The results showed that performance expectancy and social influence are the most critical determinants of consumer behavioral intention to use services online during the pandemic. The results also provided evidence that the pandemic has generated significant impacts on future consumer behavior.

This study contributes in a multidisciplinary way to the literature on hospitality, entertainment and education services, by applying the UTAUT theory and testing the model during and after the COVID-19 pandemic context. Moreover, this study provides empirical evidence from Brazil, one of the most affected countries by COVID-19.

Innovative firms have rapidly developed artificial intelligence (AI) capabilities into their service ecosystems, essentially changing perceptions of what is service quality and service delivery in their respective industries. Nonetheless, the issues surrounding AI services remain relatively unknown. The purpose for this paper is to offer a digital servitization framework for understanding how AI services impact value perceptions, consumer engagement and firm performance measures. The authors use the financial service ecosystem to explore this topic.

The authors explore relevant literature on digital servitization, service-dominant logic and AI/disruptive innovation. Next, a conceptual framework, organized by AI-Service Exchange Antecedents, Context of AI Usage and Digital Servitization Consequences, is developed. The authors conceptualize consequences for consumers and firms.

The main findings suggest that the linkages between consumers, financial institutions and fintech companies with AI usage in a service ecosystem should be identified; how value is created among multiple SD Logic-AI network actors should be analyzed; and the effects of AI-consumer interactions (lower-level and higher levels of engagement) on firm performance measures should be explored.

The conceptual framework identifies gaps in the literature and suggests research questions for future studies.

This paper may assist practitioners with the development of AI-enabled banking activities that involve direct consumer engagement.

To the authors’ best knowledge, this research agenda is the first comprehensive framework for understanding value co-creation in the context of AI in financial services, linking antecedents, usage and consequences.

Services are highly important in a world economy which has increasingly become service driven. There is a growing need to better understand the possibilities for, and requirements of, designing modular service architectures. The purpose of this paper is to elaborate on the roots of the emerging research stream on service modularity, provide a concise overview of existing work on the subject, and outline an agenda for future research on service modularity and architecture. The articles in the special issue offer four diverse sets of research on service modularity and architecture.

The paper is built on a literature review mapping the current body of literature on the topic and developing future research directions in service modularity and architecture.

The growing focus on services has triggered needs to investigate the suitability and implementation of physical-product-focused modularity principles and theories in service contexts, and to search for principles/theories that enhance services. The expanding research stream has explored various aspects of service modularity in empirical contexts. Future research should focus on service-specific modularity theories and principles, platform-based and mass-customized service business models, comparative research designs, customer perspectives and service experience, performance in context of modular services, empirical evidence of benefits and challenges, architectural innovation in services, modularization in multi-provider contexts, and modularity in hybrid offerings combining service and tangible product modules.

Nine areas are recommended for further research on service modularity and architecture. The introductory piece also discusses the roots of service modularity and provides an overview of current contributions.

The emergence of digital transformation in the banking industry gives rise to the challenges of adopting technology and boosting users' confidence in the process. This study mainly explores the roles of operant resources and consumption values in the user's consumption process concerning the fintech-embedded product-service system (FPSS) that provides technologically advanced financial services in South Korea.

This study examines the research model based on users' perceived quality, assessment and recommendation of FPSS. In addition, grounded in the resource-based view (RBV) and consumption value theory (CVT), an extended model is developed to understand the impact of user consumption value on FPSS design. The research model includes both product-service system (PSS) characteristics, i.e. quality and assessment, and user-specific characteristics, i.e. conditional, utilitarian and social values (collectively referred to as user consumption value).

This study finds that information, service and security quality positively affect users' confidence through positive assessment and recommendation intention. All the elements of user consumption value play a positive role in the FPSS user confidence model. In addition, the impact of operant resources on the overall service assessment is further investigated based on the interest of user's service engagement. Notable findings include users that highly engage in FPSS services return higher service assessment when social value, information quality and service quality increase.

Overall, this study provides academic and managerial guidelines for the strategic design of fintech-embedded banking services by considering the roles of PSS and user-specific characteristics in fostering sustainable competitive advantage.

Increasingly, product companies are attempting to offer solutions rather than standalone goods. However, recent field data show product companies tend to follow their product-centric doctrine to deal with solutions. In fact, the value of a solution for customers is to get their particular problems solved in the long run.

In this chapter, a new view (a circular process view) of solutions is introduced to help product companies to cocreate sustainable solutions with their customers. Derived from this new view, the required distinctive capabilities for organizing sustainable customer solutions are elaborated. They are (1) understanding the customer’s actual and ongoing needs, (2) organizing responsive systems integration, (3) ensuring continuous customer value creation, and (4) sustaining the solution in the network.