A Literature Review on Smart Technologies in Service Systems: HOW Should We Work in Future?

摘要

Abstract Smart technologies in today's Internet of Things (IoT) era cover a wide spectrum, including smart identification technologies, robotics, virtual reality (VR), augmented reality (AR), wearable technologies, cloud, artificial intelligence (AI), machine learning (ML), and blockchain. This study aims at revealing the role and importance of smart technologies in service systems which encompass a wide spectrum of sectors. The scope of this study covers the main applications in transportation and logistics, retail, health care, hospitality, and financial services sectors. A broad overview is provided for the potentials and benefits of smart technology utilization in these service areas, and future research agenda is suggested. Findings reveal that simultaneous use of smart technologies bring tremendous opportunities in terms of efficiencies and automation, reshaping and transforming operations and business processes of the service enterprises. The study highlights that although core proven applications of smart technologies are in manufacturing, generally lagging service sector applications promise radical productivity improvements, performance enhancements, and increased service quality. By radically upgrading the customer satisfaction to entirely new levels and providing unique customer experiences, smart technologies lead to bottom line profitability improvements as well competitiveness.