Introduction: Emotions and Service in the Digital Age

This volume is split into three parts. Part I describes the phenomenon of the Digital Age and how it is set to influence emotions and service. The latest research on the expected impact of digitalization on work and workers, emotions research, and practice is discussed. Part II explores the impacts of the Digital Age and ways in which we can adapt to the evolving digital environment in service and the workplace. The chapters in this section highlight the importance of human-centered design considerations to ensure digital tools add value to society and the research we conduct. Part III explores how emotions affect care given and received in service and organizations in the setting of the Digital Age. It also highlights how organizations can display care in the Digital Era. Below is an overview of the 12 chapters included in this volume.