A3 Refereed book chapter or chapter in a compilation book
Smart Technologies in Service Provision and Experience
Authors: Mele Cristina, Russo Spena Tiziana, Kaartemo Valtteri
Editors: Bo Edvardsson, Bård Tronvoll
Publishing place: Cham
Publication year: 2022
Book title : Palgrave Handbook of Service Management
First page : 887
Last page: 906
ISBN: 978-3-030-91827-9
eISBN: 978-3-030-91828-6
DOI: https://doi.org/10.1007/978-3-030-91828-6_42
Web address : https://doi.org/10.1007/978-3-030-91828-6_42
Self-archived copy’s web address: https://research.utu.fi/converis/portal/detail/Publication/175378651
Service technologies have evolved rapidly in the last 20 years, concretely affecting service practices. The spread of smartphones, tablets, and smart objects has contributed to the exponential increase in connectivity. The growing number of connected smart devices configures complex ecosystems in which objects interact and communicate through the exchange of data and access to a multiplicity of previously shared information. In this context, technologies open new horizons and scenarios that are not always imaginable and also highlight the need to radically rethink service practices and methods of organizing service relations. This chapter addresses how smart technologies (e.g., artificial intelligence, wearables, chatbots, service/social robots, blockchain) can affect service practices by making service provision smart and fostering a smart service experience.
Downloadable publication This is an electronic reprint of the original article. |