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During the “first wave” period, the ASAP researchers collected information concerning the impact of anti-COVID measures on product and service business, on the “quick & dirty” actions and solutions implemented to provide services to customers, on the prerogatives of the restart stage and on the perceptions concerning impacts and structural changes (“next normal” or “new normal”). In the following months, ASAP continued its survey and research activities and pointed out that, in the present context, some structural changes in the service industry seemed to be necessary in order to guarantee the business continuity and to successfully operate in the «next normal». For this reason, the XVII ASAP Forum was dedicated to analyse, through two specific sessions with expert testimony and successful cases, what the distinguishing features of service business in the «next normal» could be. Read the White Paper of the event, edited by the ASAP researchers. |