Service System in Digital Adoption for Social Impact

This book, Service Systems in Digital Adoption for Social Impact, examines digital adoption as an ongoing, value-oriented service activity integrated into a socio-technical system rather than as a one-time technological event. The authors use a Service Science paradigm that stresses co-creation, adaptation, and ongoing engagement to define digital adoption based on empirical research in cloud computing, MSMEs, and service quality. The book reveals the feedback loops that affect customer happiness, organizational resilience, and service quality by simulating both relatively simple service interactions and the underlying dynamics of more complex digital ecosystems using causal loop diagrams. This synthesis shows that creating service systems that are human-centred, culturally appropriate, and strategically in line with social impact goals is necessary for successful digital adoption. In emerging economies, where digital transformation must be inclusive, scalable, and sustainable, this study provides a conceptual and methodological foundation for future research and practice.