Technology in Service

Anastasia Nanni () and Andrea Ordanini ()
Additional contact information
Anastasia Nanni: Bocconi University
Andrea Ordanini: Bocconi University

A chapter in The Palgrave Handbook of Service Management, 2022, pp 869-886 from Springer

Abstract: 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.

Keywords: Technology; Configuration; Service systems; Artificial intelligence (search for similar items in EconPapers)
Date: 2022
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_41

Ordering information: This item can be ordered from
http://www.springer.com/9783030918286

DOI: 10.1007/978-3-030-91828-6_41

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().