Long term effects of service adaptations made under pandemic conditions: the new “post COVID-19” normal

Purpose This paper aims to propose an approach to examining the long-term impact of the COVID-19 pandemic on business, which presents a unique opportunity to study a hitherto-unavailable business scenario. Design/methodology/approach A conceptual framework is suggested to study the ability of a service firm to make adaptations to pandemic conditions based on the nature of its services: namely, the act of production and the type of recipient and...