The Future of Service Post-COVID-19 Pandemic, Volume 1 Rapid Adoption of Digital Service Technology the ICT and Evolution of Work
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The ICT and Evolution of Work Series Editor: Jungwoo Lee Jungwoo Lee Spring H. Han Editors The Future of Service Post-COVID-19 Pandemic, Volume 1 Rapid Adoption of Digital Service Technology The ICT and Evolution of Work Series Editor Jungwoo Lee, Center for Work Science, Yonsei University, Seoul, Korea (Republic of) This series publishes monographs and edited volumes covering the emerging and evolving relationships between ICT and the way individuals and organizations con- duct and carry out work. Exploring current themes, such as raising social capital within team environments, job craft duality, trust and dependence, artificial intelli- gence and governance, as well as the booming topics surrounding smart cities and new workplaces, volumes in the series keep ahead of the curve with contributions about the most groundbreaking research and introduce advance practices. Interdisciplinary in nature and combining academic as well as practitioner in industry perspectives, “ICT and the Evolution of Work Series” welcomes contributions from a diverse group of individuals and organizations. More information about this series at http://www.springer.com/series/16400 Jungwoo Lee · Spring H. Han Editors The Future of Service Post-COVID-19 Pandemic, Volume 1 Rapid Adoption of Digital Service Technology Editors Jungwoo Lee Spring H. Han Center for Work Science Graduate School of Management Yonsei University Kyoto University Seoul, Korea (Republic of) Kyoto, Japan ISSN 2662-4230 ISSN 2662-4249 (electronic) The ICT and Evolution of Work ISBN 978-981-33-4125-8 ISBN 978-981-33-4126-5 (eBook) https://doi.org/10.1007/978-981-33-4126-5 © The Editor(s) (if applicable) and The Author(s) 2021. This book is an open access publication. 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This work is subject to copyright. All commercial rights are reserved by the author(s), whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. Regarding these commercial rights a non-exclusive license has been granted to the publisher. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, expressed or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. This Springer imprint is published by the registered company Springer Nature Singapore Pte Ltd. The registered company address is: 152 Beach Road, #21-01/04 Gateway East, Singapore 189721, Singapore Preface This volume captures the experiences and lessons of service transformation expe- rienced or observed during the COVID pandemic by forward-thinkers and strong leaders who acknowledge the digital technology as a potential stimulus for service transformation and a lever for the metamorphosis of services. Their insights shed some light on the service management after the pandemic in 2020. In this regard, cases in this volume bring together the work of experts from various research in- stitutes around the world, describing the immediate transformation of services and service work and longer term metamorphosis of service businesses. The chapters in this volume are largely grouped into three: a theory, cases, and pol- icy analyses. The first chapter presents a theory of three-order effects with in-depth analyzes of the cases presented in this volume. Six chapters from 2 to 7 contain business cases in different service industries: education, health care, professional ad- visory, and people processing services. Last three chapters from 8 to 10 cover policy analyzes in startups, transportation services, and service policy recommendations for the poverty. Third-Order Effects of Technology Adoption: Chapter 1 Chapter 1, titled “Preparing for Accelerated Third Order Impacts of Digital Technol- ogy in Post Pandemic Service Industry: Steep Transformation and Metamorphosis,” presents a theory of three orders of effects in adopting digital technologies. Using this theory, cases in the chapters of this volume have been analyzed. Based on these analyzes, the three order of effects are extended into the service sector. For services, the first-order effects are defined as the convergent services, the second-order as the re-engineered services, and the third-order as the dynamic services. v vi Preface Cases of Digital Technology Adoption in Services: Chapters 2–7 Chapter 2, titled “How the COVID-19 Pandemic Is Reshaping the Education Ser- vice,” presents a case of quickly emerging distance education services in detail. This chapter points out that a digital transformation is the most immediate outcome of COVID-19 in education services in Japan. Details are described as to how distance ed- ucation services have been implemented rapidly in terms of recorded online courses and interactive online courses. These two different but interrelated delivery tech- niques are compared and contrasted with each other. The recent sudden development of accompanying educational technologies is presented. New EdTech is discussed from three aspects: a learning management system, the use of artificial intelligence, and an OODA loop closure. Finally, discussions are given with some reflections on prior studies questioning the impact of digital transformation on education in relation to the effects and concerns (Kang 2020). Chapter 3, titled “Rethinking Higher Education Post COVID-19,” reports on find- ings from interviews of 19 high-level officials of universities across nine countries in Asia. This chapter discusses the pandemic effects on the higher education sector in the eastern hemisphere. Email interviews were conducted with 20 senior academic leaders in Australia, Bangladesh, Hong Kong, India, Macau, New Zealand, Singa- pore, Sri Lanka, and Thailand. An analysis of the interview transcripts revealed two underlying themes: changes in education delivery and changes in university manage- ment. Regarding the changes in education delivery, three themes surfaced: a different form of online delivery, emerging challenges in online education, and new ways of managing students. Regarding the changes in university management, three other themes also surfaced: new financial challenges, changing priorities, and new ways of managing resources. Discussions are provided for each theme (Ewing 2020). Chapter 4, titled “Transformative Value Co-creation in Healthcare Services in the COVID-19 Era: The Case of Centro Cardiologico Monzino,” investigates how digital health technologies impact the evolution of the Italian healthcare service ecosystem in a transformative way by studying the case of Centro Cardiologico Monzino in facing the pandemic. The study adopted a qualitative approach based on in-depth interviews with patients of Centro Cardiologico Monzino with cardiovascular pathologies who use digital health devices, as well as with doctors, caregivers, and other key infor- mants who are experts in the Italian healthcare service ecosystem. With regard to the newly implemented service ecosystem, the following three main themes emerged through these interviews as transformative ways for developing digital technologies: engagement in newfangled actors, digitally mediated resource integration, and newly emerging barriers and tensions. The findings illustrate how digital health contributes to value co-creation and enhancement of individual and collective well-being, con- sidering the renewed interaction between different actors in the service ecosystem (Sebastiani & Anzivino, 2020). Chapter 5, titled, “Technology Perception and Productivity Among Physicians in the New Norm Post-pandemic: A Dynamic Capabilities Perspective,” investigates Preface vii the antecedents (perceived usefulness, perceived ease of use, and habit) for inten- tion to use, and its impact on dynamic capabilities and physician productivity