A3 Refereed book chapter or chapter in a compilation book

Smart Technologies in Service Provision and Experience




AuthorsMele Cristina, Russo Spena Tiziana, Kaartemo Valtteri

EditorsBo Edvardsson, Bård Tronvoll

Publishing placeCham

Publication year2022

Book title Palgrave Handbook of Service Management

First page 887

Last page906

ISBN978-3-030-91827-9

eISBN978-3-030-91828-6

DOIhttps://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 addresshttps://research.utu.fi/converis/portal/detail/Publication/175378651


Abstract

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.


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Last updated on 2024-26-11 at 10:43