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Service-Dominant Logic and Service Management 4.0

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Julia A. Fehrer

    (The University of Auckland Business School)

  • Stephen L. Vargo

    (Shidler College of Business, University of Hawaiʻi at Mānoa)

Abstract

Contemporary service environments characterized by advanced technologies augmenting customer-frontline interactions present significant changes in the working environment of service managers. The COVID-19 pandemic further transformed the way of doing business in the service industry. This chapter explicates how complex contemporary service environments can be better understood, when applying service-dominant (S-D) logic informed strategies and methodologies that promote value cocreation processes and the engagement of broad sets of actors. It points toward—what we coin Service Management 4.0—a possible future for service management that embraces human-centered technologies, smart (cyber-physical) service ecosystems, inclusive and nature-positive service.

Suggested Citation

  • Julia A. Fehrer & Stephen L. Vargo, 2022. "Service-Dominant Logic and Service Management 4.0," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 85-106, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_6
    DOI: 10.1007/978-3-030-91828-6_6
    as

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