Statement

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...

Moving ‘Service’ towards a Global Discipline

guest article by Jay Kandampully Solving problems is the fundamental essence of ‘service.’ If we are not solving problems, we are not in ‘service.’ It is a well-known fact that...

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...

Let’s use our service DNA to make a difference!

Guest article by Bart Larivière, Recipient of the 2016 SERVSIG Emerging Scholar Award Somewhere over the North Atlantic Ocean, flying from New York to Brussels – unlike other passengers – I cannot...

The End of US-Centrism in Marketing Academia

Guest article by: Roland T. Rust  After World War 2 the major countries of Europe and Asia were largely destroyed, and their economies took years to recover. This created a Golden...

Two Years In: Some Thoughts for Aspiring Scholars

guest article by Alexis Allen, one recipient of the SERVSIG best service paper award 2015 This past summer I finished the second full year of my academic career. Not the formal...

Meeting Sharon Price John, Build-A-Bear Workshop Inc.

The 2017 Frontiers in Service Conference June 22-25 in New York City opens with an Executive Roundtable of Presidents & CEOs internationally recognized as service leaders. In this session, we...

Value cocreation in service networks

guest article by Gabriela Beirão and Lia Patrício The service environment is increasingly complex, with service provider networks interacting with customer networks. For example in health care, citizens may choose different...

Gamification – The Next Big Thing in Service!?

Guest article by Waffa Hammedi, Thomas Leclercq, and Allard van Riel. The article is based on a paper that received the Elsevier Prize for the Most Innovative Paper Award. “Reality is Broken!...

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...

Thoughts on the review process

Guest article by Jonas Holmqvist, winner of the best Reviewer Award 2016 of the Journal of Service Theory and Practice (JSTP) Like football referees, reviewers are often blamed when things...