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Scenarios for future service encounters

Author

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  • Julia Kiely
  • Neal Beamish
  • Colin Armistead

Abstract

This article develops research-based scenarios of future service encounters. Views from senior customer service directors in 14 major service companies regarding future service encounters and future roles and capabilities of customer service professionals were gathered. This was considered in the light of secondary data regarding technology and socio-economic projections. Short scenarios of future service encounters around key dimensions of technology, time and money are presented. Ways in which scenario planning may be used to aid planning and proactive business strategy in the service sector are discussed.

Suggested Citation

  • Julia Kiely & Neal Beamish & Colin Armistead, 2004. "Scenarios for future service encounters," The Service Industries Journal, Taylor & Francis Journals, vol. 24(3), pages 131-149, May.
    • Handle: RePEc:taf:servic:v:24:y:2004:i:3:p:131-149
    DOI: 10.1080/0264206042000247795
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    Cited by:

    1. E. Borgonovo & L. Peccati, 2011. "Managerial insights from service industry models: a new scenario decomposition method," Annals of Operations Research, Springer, vol. 185(1), pages 161-179, May.
    2. Sidney Anderson & Linda Nasr & Steven W. Rayburn, 2018. "Transformative service research and service design: synergistic effects in healthcare," The Service Industries Journal, Taylor & Francis Journals, vol. 38(1-2), pages 99-113, January.
    3. Gabriela Bantau & Steven W. Rayburn, 2016. "Advanced information technology: transforming service innovation and design," The Service Industries Journal, Taylor & Francis Journals, vol. 36(13-14), pages 699-720, October.
    4. Cairns, George & Wright, George & Fairbrother, Peter, 2016. "Promoting articulated action from diverse stakeholders in response to public policy scenarios: A case analysis of the use of ‘scenario improvisation’ method," Technological Forecasting and Social Change, Elsevier, vol. 103(C), pages 97-108.

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