Peculiarities of service delivery in the context of changes caused by the external environment

Abstract

This research analyzes the integration of change management within service delivery, focusing on the service sector’s adaptability to external environmental changes. Employing a comparative and critical analysis of scientific literature and the synthesis of obtained results, the research aims to identify service characteristics’ chronological evolution, examine service delivery peculiarities, and develop a change management-based service delivery system. Findings indicate the service sector’s resilience and the necessity for organizations to proactively recognize change in external environment, emphasizing the importance of early detection and adaptation to environmental shifts for uninterrupted service delivery.