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 Business School
Can Uslay is Professor of Marketing and the Vice Dean for Academic Programs and Innovations at Rutgers Business School, Newark and New Brunswick. He received his MBA and Ph.D. from the Georgia Institute of Technology. His research interests lie broadly within marketing...
by Jonathan Zhang, Oliver R. Müller
Compared to many other industries, the luxury industry relies more heavily on strong brands to achieve long-term competitive advantage. Accordingly, this...
by Erich Toncre
I discussed the current state and outlook of marketing with Gord McLean, President and CEO of ANA Educational Foundation. He shares his insights about the...