Four Notes to Keep in Mind Understanding customers is vital to business sustainability and growth. Due to rapid advancements, especially in information technology, the context in which service is delivered, experienced and evaluated is changing. Reference: Ostrom, A.L., Parasuraman, A., Bowen, D.E., Patrício, L. and Voss, C.A. (2015), “Service research priorities in a rapidly changing context”, Journal of Service Research, Vol. 18 №2, pp. 127–159.