Statement

Isn’t that obvious? – Questioning what is common sense as strategy

Guest article by Tobias Otterbring, Finalist of the Best Service Dissertation Award 2018 by SERVSIG and Maastricht University Isn’t it obvious that women spend more money than men in the presence of...

A Service Researcher’s 3 P’s

guest article by Leonard Berry, the  Acceptance Remarks for 2018 American Marketing Association Willliam Wilkie “Marketing for a Better World” Award We are all familiar with marketing’s traditional framework of the...

Valarie Zeithaml: Autobiographical Reflections

The Journal of Historical Research in Marketing has published an autobiographic article about the career of Valarie Zeithaml. The article contains personal reflections in an autobiographical approach and records events and memories...

Service Education on the Verge

by Mark Rosenbaum, University of South Carolina. Most service researchers focus on contributing their curiosity, knowledge, and insights to the publication process, to their classroom experiences, and to service endeavors (e.g.,...

Try It – You’ll Like It!

guest article by Bram Foubert, winner of the Best Service Article Award 2016 I just uninstalled a trial version of some statistical package from my laptop, and last week I...

What Will AI Do to Service Jobs?

guest Article by Ming-Hui Huang and Roland T. Rust Artificial intelligence (AI) is advancing rapidly, and its impact on service promises to be profound.  Although AI has not yet shown its...

Contrarianism and Service Research

guest article by Roger Betancourt I am attracted to differences that entail novelty and I am somewhat skeptical of established orthodoxies or norms supported by appeals to authority of one kind...

3½ Reasons Why Service Scholars Should Study Service Robots

Guest article by Martin Mende, recipient of the 2017 SERVSIG Emerging Scholar Award  It is a tremendous privilege for me share some brief thoughts on one of my growing areas of research...

Can an Organization be a Cost-Leader and Quality Leader at the Same Time?

Guest article by Jochen Wirtz Actually yes, Cost-Effective Service Excellence is Doable! Service excellence and cost effectiveness are seen to be in conflict, yet there are organizations that achieve both.  What...

Christian Grönroos – I did it my way

The Journal of Historical Research in Marketing has published an article about the career of Christian Grönroos as student, teacher and scholar. The article contains personal reflections in an autobiographical approach and...

What We Don’t Know

guest article by Timothy Keiningham, Christopher Lovelock Award Recipient 2018 I was thrilled when SERVSIG asked me, as the most recent Christopher Lovelock Career Contributions to the Services Discipline recipient, to...

What is Reviewer 2 Thinking?

Stages in the Initial Review of a Future Masterpiece Guest article by Mahesh Subramony, best reviewer 2017 of JSR.  It is “that letter” – you know the one I am talking about...