Editorial: Bridging divides: rethinking service in an era of polarization and fragmentation

Purpose
This paper aims to examine polarization as a societal challenge and explores how service can reduce social, cultural and digital divides. It argues that service scholarship can illuminate mechanisms for fostering connection and cohesion in fragmented societies.
Design/methodology/approach
The work provides a conceptual overview of polarization and situates six viewpoint articles within this context. Drawing from recent interdisciplinary research, it identifies emerging themes and directions for service research in polarized settings.
Findings
Polarization manifests across digital platforms, social categories, community spaces, and embodied experiences. Service initiatives – technological, physical, or social – can promote interaction, understanding, and inclusion.
Research limitations/implications
The study advances service research by conceptualizing service as a bridge across societal divides, highlighting the role of ecosystems, transformative initiatives, and inclusive design in cultivating trust, mutual recognition, and social cohesion.
Practical implications
The findings provide guidance for service designers, managers and policymakers on enabling interactions, spaces and ecosystems to support constructive engagement and inclusivity in diverse contexts.
Social implications
The work demonstrates how service can actively reduce fragmentation, strengthen communities, and promote equitable participation in social and civic life.
Originality/value
This study encourages service scholars to consider how service can respond to polarization and fragmentation, positioning it as a means to bridge divides, foster dialogue, and support social transformation.