The Future of Service Post COVID 19 Pandemic Volume 1 Rapid Adoption of Digital Service Technology 1st editon by Jungwoo Lee, Spring Han ISBN 9813341254 978-9813341258

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ISBN 10: 9813341254
ISBN 13:  978-9813341258
Author: Jungwoo Lee,Spring Han 

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.

The Future of Service Post-COVID-19 Pandemic, Volume 1: Rapid Adoption of Digital Service Technology 1st Table of contents:

• Introduction: The Impact of COVID-19 on Service Industries

  • Overview of the service sector before and during the pandemic
  • How the pandemic accelerated digital transformation
  • Key challenges and opportunities in the post-pandemic service landscape
  • Structure and objectives of the volume

• Chapter 1: The Shift to Digital Service Models

  • The rise of digital platforms for service delivery
  • Adoption of online channels: e-commerce, telemedicine, remote work, and virtual events
  • Redesigning traditional business models to incorporate digital tools
  • Case studies of industries quickly shifting to digital services (e.g., retail, education, healthcare)

• Chapter 2: The Role of Artificial Intelligence and Automation in Service Delivery

  • AI-driven customer service: chatbots, virtual assistants, and predictive analytics
  • Automation in service industries: from customer support to logistics
  • The integration of AI in decision-making and personalization of services
  • How automation is reshaping customer experiences and service efficiency

• Chapter 3: Digitalization in Healthcare Services Post-COVID

  • Telemedicine and virtual healthcare: a pandemic response and long-term solution
  • Digital health tools: wearables, remote monitoring, and electronic health records
  • The challenges of privacy, cybersecurity, and data management in digital health
  • The future of healthcare delivery: integration of digital technologies for better patient outcomes

• Chapter 4: Remote Work and Virtual Collaboration in Service Sectors

  • The shift to remote work and its impact on service industries
  • Tools and technologies facilitating remote work: video conferencing, project management, and cloud computing
  • The evolution of customer service and support in a remote-first environment
  • Organizational changes and cultural shifts in the post-pandemic workplace

• Chapter 5: E-Commerce and Digital Customer Experience

  • The rapid expansion of e-commerce platforms during and after the pandemic
  • Enhancing digital customer experience through personalization and seamless services
  • The role of social media and digital marketing in driving consumer engagement
  • Integration of augmented reality (AR) and virtual reality (VR) in shopping experiences

• Chapter 6: Financial Services and Digital Transformation

  • The rise of fintech and digital banking during the pandemic
  • The role of mobile payments, blockchain, and cryptocurrency in reshaping financial services
  • Digital insurance, robo-advisors, and AI in finance
  • How traditional banks are adapting to digital competition and customer demands

• Chapter 7: Education and Training: The Digital Classroom Revolution

  • Online learning platforms and digital education tools
  • The impact of COVID-19 on educational institutions’ digital transformation
  • Innovations in virtual learning environments, gamification, and online assessments
  • The future of education: hybrid models, lifelong learning, and the role of digital skills

• Chapter 8: The Role of Data Analytics in Service Transformation

  • The growing importance of big data and analytics in service sectors
  • Real-time data analytics for better customer insights and service improvements
  • The integration of customer feedback and data into service design
  • Challenges and opportunities in managing customer data ethically and securely

• Chapter 9: The Digital Divide and Inclusive Service Design

  • Addressing access to digital services for underserved populations
  • Policies and strategies for bridging the digital divide
  • Designing inclusive digital services for all customer segments
  • The role of government, businesses, and nonprofits in promoting digital inclusion

• Chapter 10: Future Trends and Innovations in Digital Service Delivery

  • Emerging technologies reshaping service industries: 5G, IoT, blockchain, and more
  • The role of sustainability and green technologies in digital services
  • The convergence of digital and physical services: omnichannel strategies
  • Predictions for the future of customer service and digital interaction

• Conclusion: Navigating the Future of Service Industries

  • Recap of key insights and themes discussed in the volume
  • How businesses can prepare for ongoing digital transformation
  • The role of innovation and continuous adaptation in the future service landscape
  • Final thoughts on the post-pandemic service economy

• References

• Index

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