ISS 2020 Vision Future of Service Management | Page 69

The expectations placed on service actors in the future will continue to increase in the
pursuit of uncovering new service opportunities, pushing innovation forward and ultimately
delivering high-value experiences for users. Eventhough interviewed subject-matter experts’
stress, “partnerships will be crucial,” 94 but so will “manager-employee relations, since they
are the ones most likely to be responsible for realizing the conditions of a partnership,
especially as it concerns front line operations.” 95
Leadership in the future of Service Management will also grow in importance, though not in
the conventional sense. Leadership with a purpose will come to dominate in service models
and represent a key aspect of managing service actors whether in-house or from a partner
organization. 96 Purpose is what ties service organizations together. 97
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Van Der Weerd., ISS 2020 Vision: Future of Service Management, 2016.
Van Der Weerd., ISS 2020 Vision: Future of Service Management, 2016.
ISS World Services, Traits of Effective Leadership? It’s Driven by Purpose, Service Futures Blog, 2016.
ISS World Services, Traits of Effective Leadership? It’s Driven by Purpose, Service Futures Blog, 2016.
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