IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-3-030-52060-1_4.html
   My bibliography  Save this book chapter

Techno Service Worlds? Digitization of Service Businesses

In: Service Management

Author

Listed:
  • John R. Bryson

    (The University of Birmingham)

  • Jon Sundbo

    (Roskilde University)

  • Lars Fuglsang

    (Roskilde University)

  • Peter Daniels

    (The University of Birmingham)

Abstract

In this chapter, the focus is on exploring the role that technological innovation—including big data, robotics, artificial intelligence, online platforms and algorithms—has played in the emergence of new service business models and in new forms of service business and work. The emphasis is on the digitization of service operational processes and their impacts. This is a tension between the role service workers play in creating and delivering service experiences through face-to-face encounters versus the substitution of service workers by technology. On the one hand, service customization and the quality of a service experience is still founded around interactions between service producers and service consumers. On the other hand, there is the emergence of service encounters in which service workers are a hidden rather than a visible part of the service experience. Reading and managing service businesses must include an appreciation of the ways in which technological innovation is transforming the management of service businesses.

Suggested Citation

  • John R. Bryson & Jon Sundbo & Lars Fuglsang & Peter Daniels, 2020. "Techno Service Worlds? Digitization of Service Businesses," Springer Books, in: Service Management, edition 1, chapter 4, pages 61-85, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-52060-1_4
    DOI: 10.1007/978-3-030-52060-1_4
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sprchp:978-3-030-52060-1_4. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.