PROPOSAL OF A CONCEPTUAL MODEL ON THE RELATIONSHIP BETWEEN DIGITAL TRANSFORMATION AND SERVICE INNOVATION

Objective: Analyze and organize on a theoretical level the relationship between digital transformation and service innovation bringing an update on the academic publications that address this relation. Methodology: Theoretical essay based on a systematic literature review (on the Scopus and Web of Science databases). Originality: Even though there are different academic studies on each of the themes separately, there is a gap and opportunity to study in more depth the relationship between both. Main results: Ten different categories that relate digital transformation and service innovation emerged. The main concepts of the articles were organized in each of these 10 categories. Later, these 10 categories were divided in three dimensions: factors that influence digital transformation, factors that influence the relationship between digital transformation and service innovation and results of innovation. Theoretical Contributions: The main contribution of this article is the proposal of a theoretical and schematic model organizing these dimensions, categories and main concepts. Management Contributions: This study can help to better understand the relationship between both themes both for academic and professional purposes