Title: Organisational competences in Services 4.0: a systematic review of the literature

Authors: Helena Karoline da Paz Silva; Fagner José Coutinho de Melo; Ademir Macedo Nascimento; Djalma Silva Guimaraes Junior; Eryka Fernanda Miranda Sobral

Addresses: Universidade de Pernambuco, Av. Gov. Agamenon Magalhães – Santo Amaro, Recife – PE, 50100-010, Brazil ' Universidade de Pernambuco, Av. Gov. Agamenon Magalhães – Santo Amaro, Recife – PE, 50100-010, Brazil ' Universidade de Pernambuco, Av. Gov. Agamenon Magalhães – Santo Amaro, Recife – PE, 50100-010, Brazil ' Departamento de Logística, Universidade de Pernambuco, Av. Gov. Agamenon Magalhães – Santo Amaro, Recife – PE, 50100-010, Brazil ' Departamento de Administração, Universidade de Pernambuco, Av. Gov. Agamenon Magalhães – Santo Amaro, Recife – PE, 50100-010, Brazil

Abstract: The objective of this paper is to identify which organisational competences are required within the services sector based on the new market parameters brought about by Industry 4.0. To this end, a Systematic Literature Review was conducted involving three stages known as planning, execution and analysis, allowing for a mixed sequential exploratory review in a quantitative and qualitative manner. It then results in the presence of five organisational competences influential to worker development and how their use can leverage the internal and external development of organisations. The absence of this direct relationship between services, competences and technological innovation in the works found exposes the originality of this article and reduces the gap existing on the subject, which can serve as a stimulus for further work. The data presented herein may provide support to managers in their operational, tactical and strategic decision making.

Keywords: Industry 4.0; Services 4.0; organisational competence; technical skills; social skills; digital skills; personal skills.

DOI: 10.1504/IJBIR.2026.150766

International Journal of Business Innovation and Research, 2026 Vol.39 No.1, pp.98 - 127

Received: 21 Oct 2022
Accepted: 31 Oct 2022
Published online: 23 Dec 2025 *

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