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Keywords: Service transformation
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2026) 37 (6): 176–197.
Published: 04 May 2026
... complex, innovative, and transformational tasks as automation replaces traditional activities. This paper examines how SSOs navigate this service transformation by simultaneously managing routine and non-routine tasks. Design/methodology/approach The study is based on a qualitative research design...
