Statement

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...

Hello from SERVSIG co-mentor

SERVSIG is proud to announce Stephanie Noble as Co-Mentoring Officer of the SERVSIG board and organizer of the next SERVSIG Doctoral Consortium 2018 in Austin. Stephanie Noble is Proffitt’s Professor of Marketing...

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...

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...