Industry 4.0 Technologies in the Service Sector: A Systematic Literature Review

Purpose – This study reviews Industry 4.0 technologies (I4T) adoption literature (e.g., Big Data analytics and robotics) to identify challenges, benefits, and adoption trends, and to outline critical success factors and barriers.
Design/methodology/approach – Bibliometric analysis uncovasiered themes and trends in Industry 4.0 in the service sector. A subsequent systematic literature review screened and analyzed 49 empirical studies from the past decade, synthesizing findings on I4T adoption.
Findings – This study highlights phased adoption of I4T in services, during which base technologies are implemented prior to front-end technologies. I4T appears to have positive influences on performance, but other challenges complicate adoption. Findings suggest the importance of balancing technological and human-centered approaches.
Originality/value – This study extends theoretical frameworks (e.g., diffusion of innovation and the technology-organization-environment model), addressing the role human-centered services play during technology adoption. By emphasizing employee training and customer acceptance, it provides a nuanced perspective on I4T adoption in services.