Technologies in service communication: looking forward

Purpose The aim of the paper is to bring together state-of-the-art research and theory from communication service fields examine implications new technologies for future communication. Design/methodology/approach authors apply media affordances perspective develop an overarching framework that facilitates theoretical conceptualization question formulation on constantly evolving technology-enabled formats. Findings Central forward-looking facilitated by technologies, this identifies various at frontline where customers providers interact with technologies. Customers are empowered expand their roles blurring role distinction between customers. Depending what kind relationships form emerging they may strategies interaction possibilities As a result, technologies' would facilitate value creation outcomes can manifest in external (whether it physical or digital space) and/or internal (one's own mind) spaces. Applying framework, map out four key areas regarding communication: (1) social technologies; (2) multisensory reality-enhancing (3) AI-enabled voice assistants; (4) AI-driven robots. Originality/value This proposes original stimulate guide development complex landscape.