Digital Twin and Services: A Theoretical Development Framework

This article provides a first approach to explore the transformative potential of digital twin (DT) in enhancing service offerings across various industrial sectors by using the theoretical lens of Service Dominant Logic (SDL). Recent findings on the role of digital twins to create different value propositions together with use cases have been analysed aiming to develop a conceptual framework that articulates how DT can be used to innovate in service design and delivery. The study investigates how DT has the potential to facilitate value co-creation in business practices, significantly improving the customization, efficiency, and responsiveness of services. In particular, DT, when integrated with advanced technologies such as Artificial Intelligence (AI), offers dynamic and scalable solutions that adapt to evolving customer needs, having the potential to drive business innovation. This theoretical framework aims to provide organisations with actionable insights into leveraging DT to go beyond optimizing operational processes, and crafting compelling, customer-centric service offerings.