Is Service Management Experiencing a Change of Era?

Jaqueline Pels () and Cristina Mele ()
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Cristina Mele: University of Naples Federico II

A chapter in The Palgrave Handbook of Service Management, 2022, pp 71-84 from Springer

Abstract: 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.

Keywords: Change of Era; Era of change; Dichotomous tensions; Service management (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_5

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DOI: 10.1007/978-3-030-91828-6_5

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