Research Insights

Is the human service employee really human?

Guest article by Magnus Söderlund.[I] All of us have heard this several times: robots and artificial intelligence (AI) will replace many of us, and this also goes for service employees...

Three personas and three anti-personas for engagement in services co-creation

What factors influence users’ behaviours during services co-creation? Little research has attempted to specify how different factors, such as traits and demographics, might influence users’ behaviours during co-creation. In Driving...

LTAS insights: The Theory of Mindfulness

Just some great insights and learnings from last LTAS in NYC. This time Ellen Campos Sousa explains the Theory of Mindfulness.  More here. 

Mike Brady on Interdisciplinarity from an editors view

In case you missed LTAS in NYC. Mike Brady talked about, why do editors care about interdisciplinary research? See some highlights of the talk here. 

Stephanie Noble on Interdisciplinarity

Just some great insights and learnings from last LTAS in NYC. This time Stephanie Noble explains the meaning behind interdisciplinary research. 

Identity-seeking in democra-tech culture – the new commodity for Marketers? Here are six things to know

Guest article from Dr Paul Harrigan, Associate Professor of Marketing at UWA Business School.  Social media has revolutionized marketing by enabling brands to tap in to one of the most fundamental questions of...

Reaching for the Stars: Consumers’ Interpretations of Online Rating Distributions

Guest article by Sarah Köcher, finalist of the 2019 SERVSIG Best Dissertation Award. Over the past two decades, rapid advances in technology and the omnipresence of the Internet have led...

Back to the Future: An Update on Customer Value

Guest article by Sara Leroi-Werelds, Assistant Professor at Hasselt University Approximately 30 years ago, Zeithaml (1988) laid the foundations of one of the most universally accepted definitions of customer value...

Doctoral Course on Theory and Research in Service Management at Karlstad University

Doctoral course on Theory and Research in Service Management, CTF Service Research Center, Karlstad University Theme: “Service System Transformation” Application deadline: 27 September 2019 Theory and Research in Service Management...

The Holy Grail of Customer Experience

guest article by Anne-Madeleine Kranzbühler, winner of the 2018 SERVSIG Best Dissertation Award. “There is only one boss. The customer.” In our current times of independent comparison platforms, online word-of-mouth, and often...

TCR Track: Linda Alkire on Service Equity

How to ensure service equity and consumer well-being. One of the TCR 2019 papers focuses explicitly on the challenges for service research in this area. More from Linda Alkire here.

Should I Share or Should I Go? The Challenges of the Access Economy

Guest article by Simon Hazée, finalist of the Best Service Dissertation Award 2019, granted by SERVSIG and Maastricht University New developments in digital technology, as well as shifting customer needs...