Viewpoint: internet revolution lessons applied to post-pandemic service delivery (a North American perspective)

Purpose This study aims to propose research directions for service providers to most effectively navigate through (and beyond) the post-pandemic service delivery challenges from a North American perspective. Design/methodology/approach This paper is based on the personal reflections of an academic researcher who has focused on the intersection of technology in services marketing for nearly 25 years. Findings The paper takes the position that...