Digital Transformation and the Service Economy: Exploring the Societal Impact

The transformation of the service economy is accelerating dramatically. At the same time, current challenges such as climate change, energy scarcity, diversity and inclusion issues, and the difficulty of attracting people to service professions are adding to the complexity.

The service economy is undergoing a major transformation driven by the digital revolution, leading to new forms of “phygital” (i.e., physical and digital) customer experience and integration of customers, partners, and service providers. For example, online service platforms enable a patient to have a consultation with a doctor.

RESER 2023 conference, which will take place at the Swiss Digital Center, hosted by HES-SO
Valais-Wallis a Swiss university. This center specializes in all aspects of the digital transformation of society, encompassing not only technical and economical dimensions but also social ones.

RESER 2023 will explore the social and societal implications of this digital transformation and its impact on the service economy. In this vein, the Conference aims at exploring a wide range of topics, including the role of organizations in promoting equitable access to digital technologies, the impact of data analytics on service innovation and user behavior, the impact of AI-based self-learning systems on the service economy and society, and the importance of the human factor in digital transformation, including institutional factors such as trust, privacy, social inclusion, and ethics.

The call for papers will therefore be structured around eight main themes:

Understanding the social impact on individuals, organizations, and society in the context of trust, privacy, ethics, and the human factor.

Exploring the potential and challenges of personalized healthcare, fraud detection, virtual assistants, chatbots, advertising, image and speech recognition, social media, smart home automation, and e-learning.

Bridging the digital divide, and enhancing digitalization while maintaining human contacts: challenges and opportunities.

Understanding the relationship between ecosystems, value chains, social structures, and inequalities in the digital age.

The detailed program will be updated after the selection of papers.