Service Sector in the Era of Covid-19: Emerging Consumer Trends and Service Design Adaptations

15 Pages Posted: 22 Jul 2022

See all articles by Ekaterina Karniouchina

Ekaterina Karniouchina

Mills College

Carol Theokary

Mills College

Kumar Sarangee

affiliation not provided to SSRN

Jeremy Morgan

Rutgers, The State University of New Jersey - Rutgers Business School at Newark & New Brunswick

Can Uslay

Rutgers Business School

Date Written: April 15, 2022

Abstract

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.

Keywords: consumer behavior, services, covid

Suggested Citation

Karniouchina, Ekaterina and Theokary, Carol and Sarangee, Kumar and Morgan, Jeremy and Uslay, Can, Service Sector in the Era of Covid-19: Emerging Consumer Trends and Service Design Adaptations (April 15, 2022). Rutgers Business Review, Vol. 7, No. 1, 2022, pp. 30-44, Available at SSRN: https://ssrn.com/abstract=4168332

Ekaterina Karniouchina (Contact Author)

Mills College ( email )

5000 MacArthur Boulevard
Oakland, CA 94613-1301
United States

Carol Theokary

Mills College ( email )

5000 MacArthur Boulevard
Oakland, CA 94613-1301
United States

Kumar Sarangee

affiliation not provided to SSRN

Jeremy Morgan

Rutgers, The State University of New Jersey - Rutgers Business School at Newark & New Brunswick ( email )

Janice H. Levin Bldg., Room 121
94 Rockafeller Road
Piscataway, NJ 08854-8054
United States

Can Uslay

Rutgers Business School ( email )

100 Rockafeller Road
Piscataway, NJ 08854-8054
United States

HOME PAGE: http://www.business.rutgers.edu/faculty-research/directory/uslay-can

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