After the Revolution – New Opportunities for Service Research in a Digital World

Purpose – Digital media has revolutionized societies and changed forever how we do business. This paper aims to determine the current scope of service research in the area of digital media, identifying research gaps, and introducing new research contributions to complement our knowledge of digital media. Approach – Based on all service articles of the SERVSIG literature alert system from 2016 to 2019 a subset of digital media articles was identified and Latent Dirichlet Allocation (LDA) text-mining methods were used on the abstracts and titles of the articles for topic modeling of the field. Dominant research topics were identified and depicted in a two-dimensional space. Findings – The study identifies eight distinct topic areas of digital media in service research and shows their relationship to each other in a two-dimensional space. A clear tendency in service research has emerged that is primarily taking a customer versus business perspective for digital media. Further, for some journals, they showed a trend that was detected toward a specialization with respect to particular topics.Implications – This article advocates for more digital media research with a stronger business perspective. Further, although particular new technologies are exciting to discuss, it seems that the importance of customer relationship topics in digital media is not reflected in the current digital media research as needed. Originality/value – The article uses a quantitative-explorative approach to determine the current state of research in regard to digital media in services. We introduce 11 new studies that aims to close the knowledge gap in critical areas of digital media