ISS 2020 Vision Future of Service Management | Page 37

COMMERCIALIZATION INDIVIDUALIZATION DEMOCRATIZATION
Areas in society and the public sector
that become assigned to commercial
business. Increasing desire for personalized products
and services that directly conform
to the needs and interests of any
particular user or business. A process of transformation in which
equality, access, and transparency are
improved. Much of democratization is
concerned with accountability,
decentralization, empowerment and
openness.
TRENDS
NETWORK SOCIETY
A modern society and business operating
environment where networks
are shaping the primary mode of
organizational structures.
TECHNOLOGY
DEVELOPMENT
The application of knowledge or science
to commerce or industrial processes.
Innovation and diffusion of technologies.
DEMOGRAPHIC
DEVELOPMENT
Measurable changes in demography and
a range of secular trends covering
characteristics, distribution and size in
human populations – age, ethnicity,
religion, family composition, education,
and residence.
SUSTAINABILITY
Meeting the needs of the present
without compromising the ability
of future generations to meet their
own needs.
Dark Blue boxes: Subjects taken up in this book // Light blue boxes: Subjects covered in previous white books
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