INTEGRATING LEAN AND DIGITAL IN SERVICE SYSTEMS: ARCHETYPES, OUTCOMES, AND IMPLICATIONS

Febiyola Wijaya (Politeknik Negeri Ambon)
Ibnu Sina Hi Yusuf (Universitas Khairun)
Grace Fredriksz (Politeknik Negeri Ambon)
Vascolino Pattipeilohy (Politeknik Negeri Ambon)
Nelda Maelissa (Politeknik Negeri Ambon)

Multidiciplinary Output Research for Actual and International Issue (Morfai Journal)
Vol. 6 No. 5 (2026): Multidiciplinary Output Research For Actual and International Issue

The rapid digitalization of service industries has intensified the need for the effective integration of lean principles and digital technologies to enhance both operational performance and customer outcomes. This study aims to develop a contingency-based understanding of Lean Digital Transformation (LDT) in service sectors by examining how different configurations of practices and technologies influence performance across various service archetypes. A systematic literature review was conducted using peer-reviewed studies published between 2015 and 2025, selected using a structured search strategy and rigorous inclusion criteria to ensure relevance and validity. The findings indicate that LDT significantly improves efficiency, service quality, customer experience, and cost performance when lean practices, such as value stream mapping, standardization, and continuous improvement, are effectively combined with digital technologies, including artificial intelligence, Internet of Things, robotic process automation, analytics, and cloud computing. The effectiveness of these implementations varies depending on the service archetypes, where high-contact services require flexible, human-centric approaches, whereas low-contact services benefit from automation and scalability. The study also identified the key enablers and barriers influencing LDT success. Overall, this study proposes an archetype-contingent framework, contributing both theoretical insights and practical guidance for sustainable service innovation.