Technological Disruptions in the Service Sector
Archana Parashar, Shivangi Dhiman · Advances in business information systems and analytics book series · 2024
Technological advancement has greatly shaped the service sector, with the most disruptive technologies in their infancy. The broad arena of the service industry includes several sections, each of which has been disrupted by technological advancements, resulting in transformed process mechanisms and market paradigms. The present chapter included a comprehensive narrative review of literature aimed at broadly analysing the status of technological disruption in the service sector with the help of relevant research studies and real-world applications. Four service sectors, namely financial services, tourism and hospitality, legal services, and the health industry, were investigated to highlight the advent of disruptive technologies across the service industry. Further, consumer and employee behaviour changes concerning technological disruption were highlighted. The prevalent trend of technological disruption has immense practical and academic implications, encouraging experts to provide future directions in the area.