What Will AI Do to Service Jobs?
guest Article by Ming-Hui Huang and Roland T. Rust Artificial intelligence (AI) is advancing rapidly, and its impact on service promises to be profound. Although AI has not yet shown its...
guest Article by Ming-Hui Huang and Roland T. Rust Artificial intelligence (AI) is advancing rapidly, and its impact on service promises to be profound. Although AI has not yet shown its...
This article is part of the How-to… series brought to by Emerald Group Publishing. The other parts of the series you find here. Ways of Organizing a Paper One of the...
This article is part of the How-to… series brought to by Emerald Group Publishing. The other parts of the series you find here. What is the purpose of your paper? “We...
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....
guest contribution by Tobias Schaefers, Kristina Wittkowski, Sabine Benoit (née Moeller), and Rosellina Ferraro Customer misbehavior in service settings is problematic for two reasons: (1) because of the direct damage...
guest article by Alexander Henkel, Finalist of the SERVSIG Best Dissertation Award 2017 (granted by Maastricht U) Social Dynamics Of Service Interactions Services have taken on a prominent role in society...
Guest article by R. Elena Frâncu, Benjamin Lucas, and Martin Wetzels Introduction Forecasts point to worldwide spending on wearable devices reaching $19 billion by 2018 (Feigenbaum, 2015) and reaching a...
Submitted by: Recently Rebecca Hamilton, Roland Rust, Michel Wedel and Chekitan Dev Service providers often provide extra goodies (amenities) to try to satisfy their customers and differentiate themselves from their competitors. How...
Guest Article by Benjamin Lucas and Kay Schröder Introduction Virtual reality (VR) has triggered a wave of new possibilities for creating and enhancing customer experiences, and is helping service designers...
Guest article by Yves Van Vaerenbergh & Chiara Orsingher Service recovery is studied extensively in service research. Service journals publish regularly papers on service recovery (a quick search on Google Scholar returns...
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...
guest article by Francisco Villarroel Ordenes Unstructured text data from emails, SMS, blogs, online reviews and social media is exponentially growing offering organizations unprecedented resources to monitor brand communications and customer...