Inclusive Digital Connectivity for Smart Service Value-chain: A Systematic Literature Review

Abstract

Smart services are indispensable in present world for their contribution to economic development and excellent user experience. However, global trends show that digital inequality impedes topnotch services in emerging economies. Smart services are participatory, responsive, crossfunctional, and predictive. Numerous studies have demonstrated how smart technology and connectivity are conducive to socioeconomic development. However, little evidences are found on the transformation of the connectivity to harness smart services. This study attempts to contribute to this research gap by relating the digital connectivity to the smart services value chain. It adopted a qualitative approach with systematic literature review technique to extract the characteristics and factors intrinsic to the connectivity ecosystem and smart services through the lens of digital inclusion. PSALSAR (protocol, search, appraisal, synthesis, analysis, and report) framework collected qualitative data from academic research and international regulatory websites. Content analysis and pattern recognition compare and evaluate connectivity and smart services. It is observed that political, economic, social, and technological (PEST) factors deepseated in the connectivity ecosystem are critical for the smart services value chain. It is noteworthy that socioeconomic elements outpace technological advancement. To maximize smart services value-creation, the PEST factors should be optimized to the socioeconomic context of a nation. This study is beneficial for conceptualizing smart services and connectivity ecosystems, service design, policy reform, and future research.

Keywords: Smart services, Connectivity ecosystem, Value-creation, PSALSAR