Frontiers in Service Science: The Management of Data Analytics Services: New Challenges and Future Directions

Abstract

In this short paper, we discuss the impact of data analytics in services and delineate future research directions for the field. After illustrating how data analytics are transforming different service sectors, we consider the provision of data analysis as a service in its own right. We discuss how the very nature of data and certain features of the machine learning method give rise to new issues and pitfalls for the management of these services, which delineates as many future research directions. We also discuss the coproduction of services by humans and machines and call for more research on responsible data analytics services to tackle some of the most pressing ethical issues in our societies.

Predicting delays in service operations

“…In the following development of the model, we conceive of services in terms of a service system S . A given service system is understood as any coherent collection of services constituted by activities with inputs and outputs, actors and resources that conduct those activities, and rules and goals that govern how the activities are conducted (de Véricourt and Perakis 2020 ). Depending on the interests of the analyst of a given service, the service can be freely denoted as a service or as a set of services.…”

Developing operations management data analytics

“…(2022b), Bertsimas and Kallus (2020), Mĭsić and Perakis (2020), Qi et al. (2020), and de Véricourt and Perakis (2020), have provided thorough surveys, insightful discussions, and visionary thoughts on data‐analytics research in operations management. It is certainly challenging to go beyond and unnecessary to repeat what has been discussed.…”