Statement

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...

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....

We need to talk about vulnerable consumers

Interview with Mark Rosenbaum, University of South Carolina. Many consumers report overt or subtle discrimination in service contexts. And when it happens, it’s bad news for everyone. Obviously, it’s bad for...

Service research in low-income countries

guest article by Heiko Gebauer Being a service researcher means thinking about your next research question, most appropriate theoretical lenses, and best-suited research methods. In addition, we think that it...

Engagement: Managerially alluring, academically divisive and ripe for research

guest article by Robert Ciuchita, finalist of the SERVSIG Best Dissertation Award 2017 (granted by Maastricht U) “Engagement is becoming paramount. A marketer’s greatest achievement is an engaged customer”. The Economist...

Results of the global network of service research at CTF Karlstad

guest article by Anders Gustafsson and David E. Bowen We conclude with an introduction to eight contributions of a special issue of the Journal of Business Research that are designed...

Pataphysics And Service Research

guest article by Danilo Brozović, Finalist of the SERVSIG Best Dissertation Award 2017 (granted by Maastricht U)  When the opportunity to contribute to the SERVSIG blog and the newsletter arose, I was...

Where it all began: the history of La Londe Services Conference

guest article by Pierre Eiglier, Professor Emeritus, IAE Aix Graduate School of Management  The French La Londe Conference in Service Management did not begin in the Côte d’Azur La Londe resort area...

Innovation And Creative Destruction In Retailing

Guest article by Tor Andreassen. This article is part of the CSI Annual Report 2016. The full report can be downloaded here. In Norway, several industries are earmarked for restructuring. Two...

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...