Learning from Pandemics Past and Present for Service Theory and Practice

The second theme suggests the importance of innovating to better utilize (scarce) resources through changes to processes and outcomes. Because crises offer unique opportunities for change, the authors indicate that service innovation can be used in a transformational role. [...]the fourth theme offers insights regarding dealing with shocks. In order to deal with the potential risks of exclusion, the authors propose recognizing that refugees can provide resources as well as utilize them. [...]the authors conclude that more inclusive and hospitable service systems will be of value to both refugees and service providers.