Dhruv Grewal

The Emergence of the Service Techonomy: POPP at the Frontlines and the Rise of AI-Mediated Service Influence

Advances in artificial intelligence (AI), data infrastructures, and platform technologies are reshaping services and organizational frontlines. We conceptualize this shift as the emergence of the “service techonomy,” in which omni-personalization manifests via Prescribed, Omnipre...