The evolution of management underlines the importance of the human, systemic, technological and contingency element and their interaction along with an amplified awareness of organizations for achieving excellence. This paper aims to discuss whether the fusion of digital, biological and physical world leads to a new excellence perspective and to investigate the potential value of informative neuroscientific findings for setting the foundations for smart services.Design/methodology/approachThis study is based on a literature review regarding the advances of neurosciences and its implications for business. Their usefulness and potential contribution for the provision of smart services are investigated.FindingsThe fusion of technological evolution and biological sciences may potentially give birth to a new excellence conceptualization complemented by genetic data whose consequences are hard to predict. Neurosciences offer insights for various human behavior areas that can be used by business practitioners, to refine their thinking and management style and build brain-friendly organizational contexts. The combination of using neuroscientific evidence and technology in service systems sets the foundations for an “intelligent” provision of services in a quality context.Originality/valueThe paper investigates the conceptual development of excellence within the receding context of the “smart era” and the potential contribution of neurosciences for the provision of smart services with reference to quality pioneers’ theories and ideas.
International Journal of Quality and Service Sciences – Emerald Publishing
Published: Dec 5, 2019
Keywords: Quality; Services; Excellence; Neurosciences; Brain; Management