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Exploring New Digital Age Challenges

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Advances in the Human Side of Service Engineering (AHFE 2021)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 266))

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Abstract

Digital age challenges are intertwined and STEEP (Social-Technical-Economic-Environmental-Political). The hallmark of the digital age is the platform society. Platforms provide connected individuals personalized service (news, communications, transportation, lodging, health, education, gig jobs). Platforms cut costs, bypassing cumbersome institutions in exchange for personal data. Data feeds algorithms at scale to improve AI-based service, hence platforms compete for more users and collaborators (ecosystems). The four digital age challenges explored in this paper are: (1) technological over dependency, (2) marginalization of unconnected, (3) trust of platforms, and (4) competing for collaborators. We explore these four challenges from an integrated Service Science (SS) and Viable Systems Approach (vSa) perspective.

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Author information

Authors and Affiliations

  1. Department of Pharmacy, University of Salerno, 84132, Fisciano, SA, Italy

    Clara Bassano & Marialuisa Saviano

  2. Department of Management, Sapienza University of Rome, Rome, Italy

    Sergio Barile

  3. Department of Political Science and Communication, University of Salerno, 84132, Fisciano, SA, Italy

    Paolo Piciocchi

  4. IBM, Almaden Research Center, San Jose, CA, USA

    James C. Spohrer

Authors
  1. Clara Bassano
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  2. Sergio Barile
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  3. Paolo Piciocchi
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  4. Marialuisa Saviano
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  5. James C. Spohrer
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Corresponding author

Correspondence to Clara Bassano .

Editor information

Editors and Affiliations

  1. Centre for Economics and Public Administration, London, UK

    Christine Leitner

  2. Fraunhofer IAO, Stuttgart, Baden-Württemberg, Germany

    Walter Ganz

  3. California State University, Orange, CA, USA

    Debra Satterfield

  4. University of Naples Parthenope, Avellino, Italy

    Clara Bassano

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Bassano, C., Barile, S., Piciocchi, P., Saviano, M., Spohrer, J.C. (2021). Exploring New Digital Age Challenges. In: Leitner, C., Ganz, W., Satterfield, D., Bassano, C. (eds) Advances in the Human Side of Service Engineering. AHFE 2021. Lecture Notes in Networks and Systems, vol 266. Springer, Cham. https://doi.org/10.1007/978-3-030-80840-2_6

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  • DOI: https://doi.org/10.1007/978-3-030-80840-2_6

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