Statement

Why should service organizations care about the consumer journey?

Guest article by Larissa Becker, finalist of the 2021 SERVSIG Best Dissertation Award. Yes, you read it right. I’m talking about the consumer journey, not the customer journey. What is that? Is there a difference?...

Service Research Priorities: Managing and Delivering Service in Turbulent Times

“Service Research Priorities: Managing and Delivering Service in Turbulent Times” published in the current issue of JSR, is the next in the series of articles on service research priorities that...

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Sungwoo Choi successfully defended his dissertation on “Exploring Service Failures and Recovery Efforts Made by Service Robots” at Penn State School of Hospitality Management last year, and he is finalist...

Service productivity: A call for action!

Guest article by Tor W. Andreassen. Since the crawling out period of service marketing in the early 1980s (Fisk et al 1993), service researchers have informed policymakers and leaders with...

The benefits of conducting a systematic literature review for a doctoral dissertation

Guest article by Larissa Becker, finalist of the 2021 SERVSIG Best Dissertation Award. I feel honoured to be among the finalists of SERVSIG Best Dissertation Award. Although a great dissertation...

Devoted to Customer Engagement Research

Guest article from Linda Hollebeek, recipient of the 2020 SERVSIG Emerging Service Scholar Award. I am honored to receive the 2020 SERVSIG Emerging Scholar Award, which has been conferred to highly...

Check-in at the Robo-desk – Next Big Thing or the End of the Human Touch?

By Vignesh Yoganathan, Victoria-Sophie Osburg, Werner H. Kunz, and Waldemar Toporowski Robots are today a feature of frontline services in a diverse array of sectors, from hotels to hospitals and...

Customers are also responsible investors

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...

Some things I have learned

Guest article by Steve Vargo, Christopher Lovelock Career Contributions Award Recipient 2020. I feel very privileged to be named this year’s recipient of the Christopher Lovelock Career Contributions Award. Even...

Service Innovation Research: The Gain is Worth the Pain

Guest article by Thomas Dotzel and Venkatesh Shankar, winners of the SERVSIG Best Service Article Award. We would like to start by thanking the members of the awards committee and...

The Three Horizons of Service Design

Guest article by Josina Vink, Winner of the 2020 SERVSIG Best Dissertation Award. How we understand service design is changing and it needs to.  The traditional, reductionist focus in service...

Service needs an update

Guest article by Tor W. Andreassen. “When the tide goes out, you know who’s been swimming naked!” When I came to the field of service research in the mid 1990s,...