Research Insights

Firms’ investments in customer relationships reduce perceived innovativeness!

guest article by Tor W. Andreassen, Line Lervik-Olsen, and Seidali Kurtmollaiev from the CSI at NHH According to Harvard-professor Clayton Christensen, there are three types of innovations: Innovations that reduce costs and improve efficiency....

Journal of Services Marketing editorials

The editors of Journal of Services Marketing contribute an editorial in every second issue of the journal commencing Volume 29(1) about writing and publishing. These editorials, while relevant to the...

Customer misbehaviour in the collaborative economy: Is it contagious or not?

guest contribution by Tobias Schaefers, Kristina Wittkowski, Sabine Benoit (née Moeller), and Rosellina Ferraro Customer misbehavior in service settings is problematic for two reasons: (1) because of the direct damage...

Social Dynamics Of Service Interactions

guest article by Alexander Henkel, Finalist of the SERVSIG Best Dissertation Award 2017 (granted by Maastricht U)  Social Dynamics Of Service Interactions Services have taken on a prominent role in society...

‘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...