Technology in service

The chapter delineates the role of technology, considered as one of the core elements of any service system. Such a role is first described using historical streams of literature of technology in services (e.g., self-service, digital services) and then envisioned on the basis of new technological trajectories (i.e., AI). The chapter proposes a configurational view of technology in services, according to which it is the alignment of technology with the other elements of the service system that ensures success. The chapter combines theoretical insights with empirical evidence taken from short cases/incidents.