The Role of Digitalization Technologies in Enhancing Supply Chain Performance in the Service Industry: A Framework for Decision-Makers

Digitalization technologies are proving to be effective in many different situations across the service industry. Technologies such as AI, blockchain, big data, IoT, IoE, 6G, digital twin, and cobots are showing positive effects when implemented in different types of companies. This research highlights the important role of digitalization technologies in enhancing supply chain performance within the service industry. Despite their adoption across sectors, limited research examines their specific impact on service supply chains. A comprehensive search of 3 academic databases identified 429 peer-reviewed studies published since 2019. PRISMA was implemented, resulting in a final dataset of 66 studies. A survey consulting 34 experts in the field on the effects of digitalization on supply chain performance within the service industry was conducted, as well as a case study on an online retail company. The findings reveal a positive correlation between digital technologies and supply chain performance. Despite significant progress in digital technologies, a unified and accessible framework to systematically integrate all eight technologies with the service supply chains remains absent. To address this gap, the author developed a generic framework applicable to both Product Service Supply Chains (PSSCs) and Service Only Supply Chains (SOSCs). This provides actionable guidance to decision-makers, helping them identify strategic implementation points for digitalization technologies to enhance supply chain performance. Key performance metrics including order entry method, lead time, total cost, and customer relationship are explicitly mapped to technology applications, enabling organizations to prioritize investments based on measurable outcomes. The framework’s validity and practicality were rigorously tested through a multi-stage Delphi method involving industry experts, ensuring alignment with real-world operational challenges and technological capabilities. Additionally, a case study in the e-commerce sector demonstrated its applicability, revealing significant improvements in operational efficiency and customer satisfaction metrics following technology implementation. Both validation methods confirmed a strong positive relationship between digitalization and enhanced supply chain performance in service-driven environments. These findings underscore the framework’s potential to service as a strategic tool for organizations pursuing digital transformation in complex service environments.