Statement

Negative exchange spirals at the organizational frontline and how to break them

Guest article by Dorottya Varga, finalist of the 2022 SERVSIG Best Dissertation Award. The increasingly diverse and complex interactions through various offline and online channels require organizations to carefully manage the key actors at...

LTAS—breeding ground for international collaboration among young service scholars

Guest article by Marah Blaurock and Alexander Henkel. (More about the Let’s Talk about Service LTAS 2022 event here). 1. Can you tell us a bit about how your team of...

Robotic Role Theory

Guest article by Alexander Henkel. (Alexander Henkel co-organize Let’s Talk about Service LTAS 2022 event. Read more here). Social robots are increasingly deployed to interact with consumers in the marketplace,...

The Power of Intelligent Technologies

Guest article by Tor W. Andreassen. Intelligent technologies will not replace businesses, but businesses that use intelligent technologies will replace those that do not. Intelligent technologies such as artificial intelligence...

Climbing a New Mountain: Seeking to Serve Humanity

Guest article by Ray Fisk. In 1980, I began my career as a marketing scholar obsessed with improving the fairness of services. Now, 42 years later, I am starting a...

Reflections on solutions development from a relational standpoint

Guest article by Laura Colm, finalist of the 2022 SERVSIG Best Dissertation Award. Due to increased competition and commoditization threats, a growing number of manufacturing firms is turning to solution-offerings, with the...

Reflections on Conducting Frontline Services Research

Guest article by Riley Krotz, finalist of the 2022 SERVSIG Best Dissertation Award. The traditional service environment is swiftly changing, and this fundamental shift in landscape provides marketers with both great challenges...

When Digitalisation Destroys the Value Proposition

Guest article by Tor W. Andreassen. Everything that can be digitized will be digitized – they say. But should everything that can be digitized, be digitized? What can we learn...

Customers, not technology or intruders are the true disruptors.

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:...

Service in the Digital Age: Relationship Marketing’s Next Upsurge

Guest article from Lena Steinhoff, recipient of the 2021 SERVSIG Emerging Service Scholar Award. Relationships have been instrumental for business exchanges ever since Homeric Greece (e.g., Palmatier and Steinhoff 2019;...

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...

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...