Service 5.0: conceptual basis and proposal of standardized terminology

Abstract

With the rapid advancement of technology, industries, society, and services are evolving towards a scenario of increased interaction between humans and machines, placing humans at the center of this transformative process. This marks an incremental shift from the concept of Industry 4.0, promoting organizational resilience, sustainability, personalization, and other pertinent aspects. In this scenario, the terms Industry 5.0, Society 5.0, and Service 5.0 are emerging subjects. However, there is a lack of consensus regarding the definitions and characteristics of these terms. To address this gap, this article proposes a conceptualization of Industry 5.0, Society 5.0, and Service 5.0. To achieve this objective, a scoping review was conducted using Scopus, Web of Science, Scielo, and Spell databases. The research findings and inferences can contribute to filling the gap in definitions and, simultaneously, stimulate advancements in studies, particularly regarding Service 5.0 and Society 5.0.