Statement

Improving Service Research Impact

Guest article from Yves Van Vaerenbergh, recipient of the 2022 SERVSIG Emerging Service Scholar Award. Receiving the 2022 AMA SERVSIG Emerging Service Scholar Award was something I could never imagine. When...

Corporate Digital Responsibility (CDR) in the Age of AI – What is it, why does it matter, why is it so hard?

A guest article by Werner Kunz, Jochen Wirtz, Nicole Hartley, and James Tarbit.  The age of AI is upon us, changing our lives in ways we could never have imagined....

Key Lessons learned by Gaby Odekerken-Schröder

The editors of the Journal of Services Marketing are proud to announce the 2022 winner of the Steve Baron Award for Outstanding Contribution to the Service Research Community: Professor Gaby...

Good Customer Service is Worth Much More Than You Think

Guest article by G. Huang and K. Sudhir, winners of the SERVSIG Best Service Article Award. We are honored to receive the SERVSIG’s 2022 Best Service Paper Award for our 2021...

Public precedes service in public service

Guest article by Stefan Holmlid. In 2021, we celebrated a centenary of suffrage in Sweden. It was a three-year long celebration, covering the century since the decision to the century...

The flight of human capital from the BEACH sector

Guest article by Tor W. Andreassen. Recently, passengers were stranded at Schiphol Airport, Atlanta airport, and Manchester airport. Airline companies cancel thousands of departures. Restaurants are hoping for a cold...

Leave Your Comfort Zone

Guest article by Lerzan Aksoy, Christopher Lovelock Career Contributions Award Recipient 2022. I am humbled and honored to be named the 29th recipient of the Christopher Lovelock Career Contributions Award. As I have...

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...