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Technology in Service

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Anastasia Nanni

    (Bocconi University)

  • Andrea Ordanini

    (Bocconi University)

Abstract

The chapter delineates the role of technology, considered as one of the core elements of any service system. Such a role is first described using historical streams of literature of technology in services (e.g., self-service, digital services) and then envisioned on the basis of new technological trajectories (i.e., AI). The chapter proposes a configurational view of technology in services, according to which it is the alignment of technology with the other elements of the service system that ensures success. The chapter combines theoretical insights with empirical evidence taken from short cases/incidents.

Suggested Citation

  • Anastasia Nanni & Andrea Ordanini, 2022. "Technology in Service," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 869-886, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_41
    DOI: 10.1007/978-3-030-91828-6_41
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