This paper explores the disruptive industry and consumer trends that have emerged in the services sector due to the COVID-19 pandemic. Adopting a multi-method approach utilizing secondary data, case studies, and interviews, we examine how service providers realigned their business practices to survive and thrive in these chaotic circumstances. We illustrate innovative solutions and discuss emerging models using several mini-case studies across airline, fitness, restaurant, office fulfillment/replenishing, and other service sectors.
Ekaterina (Kate) Karniouchina
Dr. Kate Karniouchina is the Dean of Lorry I. Lokey School of Business and Public Policy. Kate holds a PhD in Marketing, an MBA, and a BA degree in Finance from the University of Utah. Her work has been widely published in academic and industry journals including the...
Carol Theokary is the Lynn White, Jr. Associate Professor of Business at the Lokey School of Business and Public Policy. She has earned her Doctorate in Business Administration from Boston University and has started her career as an engineer specializing in...
Santa Clara University
Kumar Sarangee is an Associate Professor of Marketing and the Director, Executive MBA, at Santa Clara University. He completed his Ph.D. from the University of Illinois at Urbana-Champaign. His primary research interests include new product innovation, product...
Jeremy Morgan is an Instructor of Professional Practice at Rutgers Business School, Newark and New Brunswick. He completed his PhD in marketing at the University of Texas at Arlington. His dissertation focused on maximization, a personality trait that effects decision...
Rutgers University, USA
Can Uslay (MBA and Ph.D., Georgia Institute of Technology) is Vice Dean for Innovation and Strategic Partnerships for Rutgers Business School at Newark and New Brunswick and oversees new, nascent, and international programs and their development; research, program-based...
Executive Insights: An Interview with Bill Imada, Chairman and Chief Connectivity Officer at IW Group
by Stacy Smollin Schwartz
I discussed the latest marketing trends with Bill Imada, Chairman and Chief Connectivity Officer at IW Group and the co-founder of the National Millennial Gen Z...
The Future of Marketing: Interview with Andrea Terrassa, Global COO Dentsu Creative and COO Dentsu Americas
by Francisco J. Quevedo
In the context of the 5th Annual RBS Marketing Summit, we interviewed the opening keynote speaker, Andrea Terrassa, Global COO of Dentsu Creative and COO of...