Abstract
The digital transformation of enterprise services is fundamentally reshaping how businesses interact with customers, manage resources, and create value across channels. This paper synthesizes three interrelated dimensions of digital service operations, aiming to clarify their conceptual boundaries, identify operational mechanisms, and assess their impact on performance. This paper does not provide normative formulas, but rather outlines a conceptual framework and empirical models to provide guidance for practitioners and researchers, while acknowledging that the evolution of digital operating models far outpaces the theorization of them in academia. The discussion points to a more dynamic and context-oriented research agenda that moves beyond static typology to understanding how digital capabilities are built, maintained, and occasionally rendered obsolete.
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