Organisational competences in Services 4.0: a systematic review of the literature

The objective of this paper is to identify which organisational competences are required within the services sector based on the new market parameters brought about by Industry 4.0. To this end, a Systematic Literature Review was conducted involving three stages known as planning, execution and analysis, allowing for a mixed sequential exploratory review in a quantitative and qualitative manner. It then results in the presence of five organisational competences influential to worker development and how their use can leverage the internal and external development of organisations. The absence of this direct relationship between services, competences and technological innovation in the works found exposes the originality of this article and reduces the gap existing on the subject, which can serve as a stimulus for further work. The data presented herein may provide support to managers in their operational, tactical and strategic decision making.