Overview

This book adds to the discussion from Volume 1 by providing insights and stimulating new thinking about the changing nature of services and marketing, service work and workers, and service experiences during and after the COVID-19 pandemic in 2020, particularly focusing on services marketing. This book serves as a useful resource for business practitioners and academics in the areas of service management and marketing responses during a pandemic. 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 to change the service practice and promote the utilization of novel methods, such as untact marketing, untact service, telecommuting, alternative work arrangements, job crafting, and new work skills, a range of examples and cases are provided to elaborate on applying these emerging new concepts within the service sector.

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9789813341357

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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.

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