Transforming the Fuel Service Ecosystem: A Scoping Review on Digital Strategies and Smart Technologies

This scoping review explores how digital technologies are transforming the fuel service ecosystem, focusing on customer engagement, automation, business intelligence, and service innovation. Following the PRISMA-ScR methodology, we identified, screened, and analyzed 13 peer-reviewed articles published between 2015 and 2024 across major scientific databases. The selected studies encompass diverse geographies and methodological approaches, providing insights into the integration of enterprise architecture, CRM systems, and data-driven decision-making in the fuel retail sector. Findings were synthesized into five thematic categories: digital customer interaction, operational optimization, innovative infrastructure, market intelligence, and sustainable service strategies. The review reveals an evolving sector where traditional service stations are redefined as integrated digital platforms. This transformation presents opportunities and challenges, particularly regarding technology adoption, customer trust, and system interoperability. The study contributes by mapping current knowledge, identifying gaps, and informing future research and practical strategies for innovation in the fuel service ecosystem.