Guest article by Werner H. Kunz. This is the first article in a new SERVSIG series we are starting. Every researcher can recall a moment when an idea for an important research project was born. More often than not, an ordinary situation suddenly sparks a eureka moment for an entirely new research project. We are […]
Guest article by Tor W. Andreassen. Recently, passengers were stranded at Schiphol Airport, Atlanta airport, and Manchester airport. Airline companies cancel thousands of departures. Restaurants are hoping for a cold and wet summer. The chaos is due to a lack of qualified labor. Unfortunately, the crisis in the BEACH sector was foreshadowed. Tourism is a […]
Guest article by Tor W. Andreassen. When CEOs of established companies are asked, “What really changes the rules of the game in your industry or business?” they almost always answer: “Technology X disrupts our business” or “Startup business Y disrupts our business.” But when the diagnosis is wrong, the choice of medicine and treatment plan […]
Guest article by Tor W. Andreassen. Customers are the company’s only natural source for funding. The mantra is quality-goods and services for money! Increasingly, customers are investors who invest in companies based on their sustainability goals. The emerging mantra is sustainability for money!! Today it has become a truism that satisfied customers are loyal and […]
Call for Papers of the Journal of Business Research “Customer Engagement and Relationships in Multi-Actor Service Ecosystems” Major dates Submission Deadline: April 30, 2019 Guest co-editors Piyush Sharma, Kokil Jain, Russel PJ Kingshott, Akiko Ueno Introduction Early research on service encounters defines these as dyadic interactions between customers and service providers who both play specific […]
Guest article by Lola C. Duque, Luis Santamaria and Tor Andreassen Our world is evolving at an unprecedented pace, and so are the challenges we face. One significant challenge lies at the intersection of technology and demographics: the shift toward a digital and aging society, which presents a remarkable opportunity to leverage innovation to enhance the […]
Dear Service Colleagues, QUIS18 Organizing Committee is delighted to invite you to attend an exciting webinar featuring Professor Tor Andreassen, who will discuss his latest research on Service Innovation. We look forward to your active participation in the webinar. Please register for the webinar and submit your questions / comments ahead of the time so that the […]
Sabine Benoit, Sonja Klose, Jochen Wirtz, Tor Andreassen, and Tim Keiningham created a video based on their JoSM article “Bridging the Data Divide“. (Highly Commended Paper from the 2019 Robert Johnston Award). In the video, they provide tips to close the gap between business and scholarly research through recommendations so that academics leverage the potential of […]
By Raymond P. Fisk and Linda Alkire (née Nasr), Texas State University We are very pleased to share with the SERVSIG community our reflections on the 2018 Frontiers in Service Conference and to announce the many awards given at the conference. Overview On September 6-9, 2018 The McCoy College of Business at Texas State University […]
The Journal of Historical Research in Marketing has published an autobiographic article about the career of Ruth Bolton. The article contains personal reflections in an autobiographical approach and records events and memories that might otherwise be forgotten. We are thankful, that Ruth provided us with her personal manuscript for this article. An article that is worth to read for every […]
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 of them are the oil industry and retailing. Whereas the ongoing restructuring of the oil industry have received considerable political attention and media coverage, the […]
guest article by Linda Hollebeek Thank you, Linda Nasr, for nominating me as a guest author for SERVSIG’s My Academic Role Model. Reflecting on this question has been a fun exercise that has helped me realize the rich, multi-faceted and sometimes, non-linear nature of the academic career and community that I am delighted to be a […]