Service science in a world flooded with data

Jorge Grenha Teixeira, Vera Miguéis, Henriqueta Nóvoa and João Falcão e Cunha

Chapter 17 in Research Handbook on Services Management, 2022, pp 247-262 from Edward Elgar Publishing

Abstract: In a world becoming fully connected, data emerges in large quantities from sensors and varied human and machine interactions. Big data and data science have tremendous impacts on service organizations, enabling them to personalize offerings, build more lasting customer relationships and foster service innovation. However, data and its impacts on service is one of the least understood service research priorities. As such, building from a Service Science approach, that encompasses service and technology-related fields, this chapter aims to understand how research is bridging the gap between service science and data science. After analyzing 170 papers, results show that research combining service and data science only emerged recently. While research on these topics spans multiple contexts, many papers only consider data or service-related topics as their research motivation. Interdisciplinary research is also starting to emerge, spearheaded by various techniques and contexts.

Keywords: Business and Management; Economics and Finance (search for similar items in EconPapers)
Date: 2022
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