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Is Service Management Experiencing a Change of Era?

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Jaqueline Pels

    (Universidad Torcuato Di Tella)

  • Cristina Mele

    (University of Naples Federico II)

Abstract

Service management has undergone different stages and new perspectives continue to emerge, depicting it as a dynamic research domain. We pose that these changes are part of a broader shift that is taking place, not only in the management discipline but, more broadly, in society at large. We label it a Change of Era. We will clarify the differences between an Era of Changes and a Change of Era. Particularly, we will explore our tendency to think in a dichotomous way and, consequently, create axis of tensions. Finally, we will look at the role of COVID-19 in this process and suggest possible future paths for the discipline.

Suggested Citation

  • Jaqueline Pels & Cristina Mele, 2022. "Is Service Management Experiencing a Change of Era?," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 71-84, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_5
    DOI: 10.1007/978-3-030-91828-6_5
    as

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