摘要
This introduction to the guest issue on managing technology–service convergence, considers how service innovation has emerged and changed over time through three distinct eras: technology adopters, technology enabled and technology–service convergence. Convergence is modeled as relating to the linking of some combination of existing technology or service to a new technology or service resulting in a 2×2 matrix that helps better understand the management challenges faced in service innovation management for the foreseeable future. The four papers in the issue are introduced and summarized