The human element in service is the essence of service provision and consumption. Being in-service of others (e.g. consumers) is an inherently social process where meaningful frontline employee-consumer interactions are a hallmark of service quality. However, the COVID -19 pandemic brings forth the need to practice social distancing and challenges traditional conduct of service provision to achieve service value. The pandemic is leading both companies and consumers to develop coping mechanisms and resilience to handle vulnerable situations and reinvent themselves to achieve wellbeing. In the post-pandemic era, a need for social distancing and future proofing for the crisis will drive more businesses to redesign service scapes.

Imagine your team is hired for re-designing an existing caf/library/restaurant/movie theatre/hotel reception/Gym/hair Salon(CHOOSE ANY ONE SERVICE SCAPE)to achieve social distancing outcomes while delivering service value and service quality.