Technology in Service

Anastasia Nanni, Andrea Ordanini

Research output: Chapter in Book/Report/Conference proceedingChapterScientificpeer-review


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.
Original languageEnglish
Title of host publicationThe Palgrave Handbook of Service Management
PublisherPalgrave Macmillan
ISBN (Print)9783030918279, 9783030918286
Publication statusPublished - 2022
MoE publication typeA3 Book section, Chapters in research books


  • technology
  • configuration
  • Service systems
  • Artificial intelligence


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