PACIS 2021 Proceedings


Media is loading

Paper Type


Paper Number



Industrial firms in the manufacturing sector are increasingly expanding their product range with services. The continuous innovation of such services plays a central role. Digital technologies such as the internet of things, cloud computing, big data technologies, and data analytics, which are gaining importance in the context of the industrial internet, enable the development of intelligent and networked productservice systems. This research work presents a structured literature review in which 75 relevant publications with high-ranking were identified. Through the theoretical lens of work system theory, we analyze service innovations driven by digitalization and their impact within industrial firms, between firms and their customers, and within product/service offerings. The resulting model provides a basis for further research and supports practitioners with a systematic analysis of their service transformation.



When commenting on articles, please be friendly, welcoming, respectful and abide by the AIS eLibrary Discussion Thread Code of Conduct posted here.