How can service management research address "Grand Challenges" to create social impact?

Synthèse

Service management focuses on the design, delivery, and improvement of services, creating value for customers and the organization by optimizing processes and resources. Service management is uniquely positioned to generate positive social impact, directly linking service design and delivery to the well-being of individuals, communities, and society. Services are the primary means through which people access healthcare, education, housing, labour, social support, and other essential resources. By enhancing equity, accessibility, and efficiency, service management research can address "grand challenges" such as poverty, the refugee crisis, public health crises, and inequality.

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Thèmes proposés

• What processes and features of service management are effective in creating social impact and addressing grand challenges?
• What are appropriate metrics and evaluation methods for service management research that addresses grand challenges and create social impact?
• How can service design methodologies be applied to service ecosystems to enhance equity and inclusion for marginalized groups and customers experiencing vulnerability?
• What governance structures and operational mechanisms are necessary to build resilient, multi-stakeholder service systems capable of effective mobilization during societal crises (e.g., pandemics, climate disasters)?
• What processes and strategic alignments are required to successfully scale up locally proven social service innovations into sustainable, regional, or national solutions?
• How can the optimization of processes and resources (efficiency) within service organizations contribute to the grand challenges?
• What new frameworks are needed for the design and improvement of services when the primary goal broadens beyond creating organizational value (profit) to maximizing societal well-being and addressing systemic social problems?
• In what ways must the organizational function and governance of service management change to enable effective cross-sectoral delivery of services among diverse actors (e.g., government, non-profit, and private firms) to tackle complex grand challenges?