Towards Human-Centric Digital Services: A Development Framework

The emerging Industry 5.0 paradigm is initiating changes in different aspects of manufacturing businesses as well as in their products and services. Industry 5.0 pillars – human-centricity, sustainability, and resilience – are guiding these changes with the intent to provide a smarter, greener, and digitalized society and market. The human-centric pillar aims to bring people back to the centre of attention by using the advances of Industry 4.0 technologies. Previous studies have shown a tendency for new services development based on Industry 5.0. This paper aims to show the development from product-related services influenced by digital technologies to human-centric product-related services. Data used for this study was obtained through a Digital Servitization Survey in 2023, and the dataset represents the current state of the Republic of Serbia’s manufacturing sector. The main findings of this paper show a correlation between human-centricity and digital technologies, human-centricity and product-related services with the use of digital technologies, and their influence on firms’ annual turnover.