Statement

Journal Rankings III: Four (much worse) counterstrategies

Guest article by Jonas Holmqvist. As we’ve seen last month (read here), there is some legitimate criticism of journal rankings, and of the practice of basing decisions about promotion, recruitment...

Customer Experience Management: A podcast for researchers and practitioners

Guest article by Carlos Velasco & Anders Gustafsson. In this article, we reflect on customer experience management and the contribution of their new initiative in the area; a podcast for...

The Dawn of a Golden Age of Service

Guest article by Jim Spohrer, Christopher Lovelock Career Contributions Award Recipient 2021. The pandemic has changed our daily service experiences.  COVID has taken its toll on all of us. All types of service...

Journal Rankings II: Your guide to a flawed system

Guest article by Jonas Holmqvist. Last month (read here) we looked at some of the most widely used journal rankings, particularly the impact factors, the AJG, and the Financial Times...

Journal Rankings: What they are and how to understand them

Guest article by Jonas Holmqvist. Journal rankings, much like student evaluations, are one of those things that academics either love to hate or hate to love, and tend to debate...

Taxing online returns and logistics?

Guest article by Tor W. Andreassen. “Return to sender” (1962) was sung by Elvis Presley at a time when letters dominated the post office’s logistics. Today, packages dominate and return...

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...