Statement

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,...

Do Customers Want to Keep It Real?

Guest article by Andreas Lechner, finalist of the 2020 SERVSIG Best Dissertation Award. “People always got to see your smile. You always got to put on that fake […] no...

The Art of Gamification: Transforming Boring Activities into a Fun Journey

Guest article by Thomas Leclercq, finalist of the 2018 SERVSIG Best Dissertation Award. A month ago, I decided to start a sports training program. My objective was losing weight before...

JoSM special section: “COVID-19 and Service”

Guest article from Volker Kuppelwieser and Jörg Finsterwalder. The First ever Special Section on The Coronavirus Crisis and Beyond: Implications for Service Research and Practice is available online now in the Journal of...

Raising the “tide” for service research through conceptual-only articles: Challenges and useful resources

Guest article by Kaisa Koskela-Huotari. Scholars specialize within their respective fields in many ways. For some, the specialization is directed toward a specific empirical context (e.g., retail, health, tourism), phenomenonon...

30 years of Developing the Service Research Community

Guest article by Ingrid Hansson, CTF Karlstad One of the longest-running conferences in service research is QUIS, Quality in Services. The QUIS symposium was established in 1988 by Bo Edvardsson...

The clock is ticking – or is it? How time and customer emotion interplay during service encounters

Guest article by Delphine Caruelle, finalist of the 2020 SERVSIG Best Dissertation Award. My journey in services marketing started with an internship in a shopping mall, some ten years ago....

Augmented Reality – Has the time for service research come?

Guest article by Jonas Heller, finalist of the 2020 SERVSIG Best Dissertation Award. Service experiences nowadays are at the peak of transformation, changing constantly at the fasted pace imaginable. The...

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...

How to Translate Great Research into Great Teaching

Guest article by Adam Lingren, Rod Brodie, Tony Di Benedetto, and Peter Naudé.[i] At any business school worth its salt, one of the most important goals is to foster an...

Finding My Way in Healthcare Research

Guest article by Len Berry. From SERVQUAL onto healthcare researchIn 2003, I published my first medical journal article, and it couldn’t have come at a better time for me. To explain,...