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  • Open Access
  • © 2021

The Future of Service Post-COVID-19 Pandemic, Volume 1

Rapid Adoption of Digital Service Technology

  • Identifies clearly the phenomena related to the changing nature of services and surrounding technology post-COVID-19 pandemic

  • Introduces and defines meaningful terminology emerging from these phenomena

  • Considers research issues concerning service management in the future and paves the way for academics and practitioners launching further practical research projects on the topic

  • This book is open access which means you have fee and unlimited access.

Part of the book series: The ICT and Evolution of Work (ICTEW)

Buying options

Hardcover Book USD 54.99
Price excludes VAT (USA)
  • ISBN: 978-981-33-4125-8
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Table of contents (10 chapters)

  1. Front Matter

    Pages i-xii
  2. How the COVID-19 Pandemic Is Reshaping the Education Service

    • Byeongwoo Kang
    Pages 15-36Open Access
  3. Rethinking Higher Education Post COVID-19

    • Lee-Ann Ewing
    Pages 37-54Open Access
  4. Technology Perception and Productivity Among Physicians in the New Norm Post-pandemic: A Dynamic Capabilities Perspective

    • Ewilly J. Y. Liew, Sharon G. M. Koh, Andrei O. J. Kwok, Y. H. Poh, Juliana A. French
    Pages 75-99Open Access
  5. How COVID-19 Has Changed the Digital Trajectory for Professional Advisory Firms

    • Charlotta Kronblad, Johanna E. Pregmark
    Pages 101-121Open Access
  6. The Lotus in the Mud: A Conceptual Model of Livestream Yoga Service Experience

    • Sandy H. M. Fitzgerald (née Ng)
    Pages 123-154Open Access
  7. Enhancing Transportation Service Experience in Developing Countries: A Post Pandemic Perspective

    • Emmanuel Mogaji, Ibrahim Ayoade Adekunle, Nguyen Phong Nguyen
    Pages 177-199Open Access
  8. Post-pandemic Penury of the Financially Marginalized in India: Coping with the New Normal

    • Ardhendu Shekhar Singh, Bhama Venkataramani, Dilip Ambarkhane
    Pages 201-225Open Access

About this book

This open access book is geared towards providing insights and stimulating new thinking about the changing nature of services, service work and workers, and service experiences during and after the COVID-19 pandemic in 2020, particularly focusing on digital service technology. This book serves as a useful resource for business practitioners and academics in the areas of service and human resource management. Each chapter deals with specific current issues within these industries due to COVID-19 and issues that will come up post-pandemic. As COVID-19 is expected introduce novel methods to the service sector, such as untact service, telecommuting, alternative work arrangements, job crafting, and new work skills, digital technology is becoming more important than ever before. This books provides a range of examples and cases to elaborate on the effective application of digital service technology in order for businesses to stay relevant in the current climate.


  • COVID-19 Post-pandemic Service Industry
  • Service Management
  • Human Resource Management
  • Digital Transformation of the Service Sector
  • Changes in the Nature of Services in the East
  • Open access

Editors and Affiliations

  • Center for Work Science, Yonsei University, Seoul, Korea (Republic of)

    Jungwoo Lee

  • Graduate School of Management, Kyoto University, Kyoto, Japan

    Spring H. Han

About the editors

Jungwoo Lee is Director of the Center for Work Science and Professor of Systems, Technologies, and Information in the Graduate School of Information at Yonsei University. He teaches graduate-level students and executives on topics on and around the changing nature of work and businesses by information and communication technologies. At Yonsei, he had served as CIO and Vice President of Library, Director of IT Strategy and Policy Research Institute, Director of CEO IT Executive Program, and Executive Director for the Yonsei University Newspaper and Broadcasting System. His external services include Director of Smart Work Forum, President of Data Governance Forum, and President of the Korean Society for e-Business Studies. Other advisory capacities include the Government of Seocho, Universal Content Identifier Users Forum, National Digital Library, and other public organizations and private firms. 

Spring H. Han, Ph.D., is Associate Professor in the Graduate School of Management at Kyoto University. Her current research interests include sensory marketing, emotions and service experience, hospitality management, and healthcare service management. She has participated in various industry and academic projects in Korea, USA, China, and Russia. Han has published research papers in distinguished journals, including Cornell Hospitality Quarterly and Service Science. She received the “Best paper award for the year 2012” from Cornell Hospitality Quarterly, “Educational Innovation Award” from National Research University HSE in 2014, “Best Paper Award 2014” from the 2014 TOSOK International Tourism Conference, and “Industry Relevance Award 2017” from Cornell University.

Bibliographic Information

  • Book Title: The Future of Service Post-COVID-19 Pandemic, Volume 1

  • Book Subtitle: Rapid Adoption of Digital Service Technology

  • Editors: Jungwoo Lee, Spring H. Han

  • Series Title: The ICT and Evolution of Work

  • DOI:

  • Publisher: Springer Singapore

  • eBook Packages: Business and Management, Business and Management (R0)

  • Copyright Information: The Editor(s) (if applicable) and The Author(s) 2021

  • License: CC BY-NC-ND

  • Hardcover ISBN: 978-981-33-4125-8Published: 09 February 2021

  • Softcover ISBN: 978-981-33-4128-9Published: 30 January 2022

  • eBook ISBN: 978-981-33-4126-5Published: 08 February 2021

  • Series ISSN: 2662-4230

  • Series E-ISSN: 2662-4249

  • Edition Number: 1

  • Number of Pages: XII, 225

  • Number of Illustrations: 8 b/w illustrations, 30 illustrations in colour

  • Topics: Human Resource Management, Innovation and Technology Management, Services

Buying options

Hardcover Book USD 54.99
Price excludes VAT (USA)
  • ISBN: 978-981-33-4125-8
  • Dispatched in 3 to 5 business days
  • Exclusive offer for individuals only
  • Free shipping worldwide
    See shipping information.
  • Tax calculation will be finalised during checkout