The state of service management practice and the developments in IT-efficiency research prompt the call for managerial relevance, normative theory building and the conceptualization and measurement of the impact of Information Technology (IT) on service efficiency. Drawing on theoretical...

Purpose – Service technologies are transforming the business landscape rapidly and researchers need to pay attention to the changing needs of service research and business practice. The aim of this paper is to explore the current scope of research in regards to emerging service technologies by...