A Literature Survey of Technological Disruptions in the Service Sector

Abstract

The service sector has witnessed an important transformation due to technological disruption. The widespread adoption of digital technologies has enabled service providers to automate various tasks and processes. Blockchain technology, for instance, has transformed payments, remittances, and financial transactions in the financial services sector by providing greater transparency and security. The travel and hospitality industry has also seen changes through online booking platforms, review aggregators, and AI-driven recommendations. Other activities like entertainment, education, logistics, and transportation as well as retail have been disrupted by technologies leading to increased accessibility and efficiency and shaping the service economy into a customer-centric business model. This literature survey reviews the technological disruption in the services sector, including the health, education, financial, transport, tourism, and communications sectors. Across the subsectors reviewed, an average of 30 articles were reviewed and analyzed during the period 2000–2023.

Citation

Fauzel, S., Tandrayen-Ragoobur, V. and Matadeen, S.J. (2024), "A Literature Survey of Technological Disruptions in the Service Sector", Singh Kaurav, R.P. and Mishra, V. (Ed.) Review of Technologies and Disruptive Business Strategies (Review of Management Literature, Vol. 3), Emerald Publishing Limited, Leeds, pp. 185-202. https://doi.org/10.1108/S2754-586520240000003010