What does the future hold for service management? This paper explores the evolving landscape of service management, both in specific industry applications and in broader societal terms. It argues that service management extends beyond traditional service organizations, representing a future paradigm for organizations in general. The traditional division between goods and services is becoming obsolete, reflecting a production-centric viewpoint. In contrast, the service economy embodies customer-oriented and citizen-oriented value enhancement. While service management has advanced significantly since the late 1970s, the paper argues that a new era of management is emerging—one that prioritizes service, customer focus, and value creation as essential elements for economic survival. Looking ahead, service management will play an increasingly central role in organizations, driving innovation and shaping the future of the service-oriented society. The article contributes to the evolving understanding of service management's strategic importance and its potential to redefine organizational success in an increasingly customer-centric world.
Published in the International Journal of Service Industry Management, this paper aligns with the journal’s focus on the evolution and future directions of service management. By evaluating the current state of service management and proposing future paradigms, the paper contributes to the journal’s ongoing exploration of service innovation and its impact on organizations. The research provides valuable insights for service professionals seeking to adapt and thrive in a rapidly changing service economy.