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

Abstract

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.