Research Insights

‘Wear’ to Next? – What Wearable Technology Means for Service Research

Guest article by R. Elena Frâncu, Benjamin Lucas, and Martin Wetzels Introduction Forecasts point to worldwide spending on wearable devices reaching $19 billion by 2018 (Feigenbaum, 2015) and reaching a...

Advancing the Research Frontier of Service Growth in Product Firms

guest article by Christian Kowalkowski Guest article about the Industrial Marketing Management 2017 special sections on Servitization and Deservitization. Service growth in product firms has become one of the most...

Service Research: Innovate or Perish?

Guest article by Bo Edvardsson In an article in Journal of Service Research (2015) with the title: “Service Research Priorities in a Rapidly Changing Context” Ostrom et al. outline key research...

Does That Free Bottled Water Pay Off?

Submitted by: Recently Rebecca Hamilton, Roland Rust, Michel Wedel and Chekitan Dev Service providers often provide extra goodies (amenities) to try to satisfy their customers and differentiate themselves from their competitors.  How...

Service Organizations and their Communities

Guest article by Mahesh Subramony Imagine sipping a hot beverage in a coffee shop in your town or city. All around you are the sights and sounds of people interacting with...

Virtual Reality – Limitless Possibilities for Service Design

Guest Article by Benjamin Lucas and Kay Schröder  Introduction Virtual reality (VR) has triggered a wave of new possibilities for creating and enhancing customer experiences, and is helping service designers...

Breaking the Boxes in Service Recovery Research

Guest article by Yves Van Vaerenbergh & Chiara Orsingher Service recovery is studied extensively in service research. Service journals publish regularly papers on service recovery (a quick search on Google Scholar returns...

Data-driven Text Mining for CX Analytics in Services

Guest Article by Mohamed Zaki and Benjamin Lucas based on research recently funded by a Marketing Science Institute (MSI), Customer Experience Initiative grant for the project titled: “CX Analytics: A...

Understanding the Language behind Big Data

guest article by Francisco Villarroel Ordenes Unstructured text data from emails, SMS, blogs, online reviews and social media is exponentially growing offering organizations unprecedented resources to monitor brand communications and customer...

Research Insights: Does answering questions change consumer revenge responses?

guest article by Mina Rohani, Finalist of the SERVSIG Best Dissertation Award 2016 (granted by Maastricht U) People are increasingly getting revenge—that is, actions motivated by a desire to harm...

Research Insights: Of Crowds and Mobile Promotions

guest article by Michelle Andrews, Finalist of the SERVSIG Best Dissertation Award 2016 (granted by Maastricht U) Have you ever wondered why some people look at their phones in elevators?...

Customer Experience – Two Shortcomings and Many Exciting Opportunities

guest article by Arne De Keyser, Finalist of the SERVSIG Best Dissertation Award 2016 (granted by Maastricht U) Technological advancement has changed the marketing landscape almost beyond recognition. Today, customers interact...