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Smart Technologies in Service Provision and Experience

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The Palgrave Handbook of Service Management

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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Author information

Authors and Affiliations

  1. Department of Economics, Management and Institutions, University of Naples Federico II, Naples, Italy

    Cristina Mele & Tiziana Russo Spena

  2. Turku School of Economics, University of Turku, Turku, Finland

    Valtteri Kaartemo

Authors
  1. Cristina Mele
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  2. Tiziana Russo Spena
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  3. Valtteri Kaartemo
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Corresponding author

Correspondence to Cristina Mele .

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Editors and Affiliations

  1. CTF, Service Research Center, Karlstad University, Karlstad, Sweden

    Bo Edvardsson  & Bård Tronvoll  & 

  2. Inland Norway University of Applied Sciences, Elverum, Norway

    Bård Tronvoll

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Mele, C., Spena, T.R., Kaartemo, V. (2022). Smart Technologies in Service Provision and Experience. In: Edvardsson, B., Tronvoll, B. (eds) The Palgrave Handbook of Service Management. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-030-91828-6_42

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