When service technologies and human experiences intersect

Rosenbaum, Mark Scott Russell-Bennett Rebekah

PurposeThis paper aims to identify future research opportunities that address human–technology service interactions.Design/methodology/approachThis editorial is based on the author’s personal reflections and conceptualizations of ideas from past previous research and theory.FindingsThe authors identify three opportunities for further research on technology and humanity: service technology and social interaction and service technology and societal prosperity.Research limitations/implicationsService researchers need to realize that topics such as technology, robots, artificial intelligence are not mutually exclusive from topics that seek to improve the human condition, such as transformative service research. We encourage service researchers to explore how digital technologies in service domains impacts consumers, communities, and even, global humanity.Practical implicationsResearchers have guidance on areas in which pioneering theoretical and methodological opportunities abound.Originality/valueThis editorial offers new perspectives on technology and humanity considering the effect of the global pandemic.