Service 4.0 through digital and remote support, repair, overhaul, and maintenance activities promotes innovation in service operations, leading to better customer experience and efficiency. The deployment of intelligent immersive systems -where immersive technologies (IMSTs) are synthesized with computational intelligence mechanisms- leads to adaptive, context-aware environments and allows advanced decision-making. Through such technologies as mixed reality (MR) and augmented reality (AR) the working environment is enhanced and resources are optimized as fewer restrictions in terms of time and location are imposed on the system. As a result, knowledge is transferred in a faster way while the various processes are better understood.
This research attempts to find ways of incentivizing contemporary field service operations to implement IMSTs, given that IMSTs require different ways of thinking and new processes. As a result, the transformational impact of IMSTs on service operations is demonstrated. Subsequently, our research questions (RQs) are:
RQ1: How can IMSTs add different types of value to field service operations?
RQ2: How should IMSTs’ user experience be designed and executed?
RQ3: How should service organizations leverage IMSTs to achieve sustainable operations?